Customer Account Specialist II

Our Customer Account Specialist delivers an excellent customer experience and sales support through timely, accurate, and complete order fulfillment for our Spinal Implants and Orthobiologics product portfolios.  You’ll work with teams across SeaSpine to ensure that our Distributor and customer needs are handled in a professional and thorough manner for both pre-sales and post-sales assistance. In this high-accountability, high-impact role, you’ll directly support revenue goals through direct management of all order types via multiple channels and our ERP systems.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The following are the essential functions of this position. This position may be responsible for performing additional duties and tasks as needed and assigned.

• Review and manage all open orders for timely completion of order fulfillment, identifying any pending discrepancies/issues, and communicating with our Field Sales Team
• Maintain proper documentation and implementation of all order types in Oracle ERP received by phone, fax or other sources, proactively ensuring any duplicate orders are eliminated
• Ensure all POs received for month-end are invoiced and reported accurately for sales commissions to be prepared and assist in all discrepancy reviews related to month-end invoicing
• Proactively work to decrease the amount of unbilled revenue by investigating and remedying order issues, including calling accounts for PO numbers, assisting in discount request forms, and working with the consignment team to resolve lot issues
• Maintain Salesforce.com customer master updates
• Review and manage customer replenishment back orders and provide frequent updates and ETA’s
• Initiate pricing discount documentation per established procedures
• Initiate/circulate new customer application forms as required for new accounts
• With a sense of urgency, investigate and resolve complaints and issues to provide viable options and solutions, and follow appropriate protocol with managing initial receipt and communications as related to Quality procedures
• Maintain a comprehensive library of reference and historical data on Distributors, Customers, and product information in compliance with Quality controls
• Administer distributor policies and procedures

MINIMUM QUALIFICATIONS

The requirements listed below are representative of the education, knowledge, skill and/or ability required for this position.

Education/Certifications:

• High School diploma or equivalent required

Experience, Skills, Knowledge and/or Abilities:

• 5-7 years customer service experience in a high-volume call center
• Hands-on experience with Enterprise Resource Systems like Oracle
• Mastery of the English language and strong ability to effectively communicate verbally and through written correspondence with all levels of peers and leadership at SeaSpine, distributorships, hospitals, and other vendors worldwide
• Strong proficiency with Microsoft Office, specifically Excel and Word
• Demonstrated ability to work creatively, prioritize and smoothly manage goals and initiatives amidst competing priorities
• Critical thinker with strong attention to detail, and ability to problem solve and establish solutions in a high-growth and fast-pace environment

PREFERRED QUALIFICATIONS

The education, knowledge, skills and/or abilities listed below are preferred qualifications in addition to the minimum qualifications stated above.

Education/Certifications:

• Bachelor’s degree

Additional Experience, Skills, Knowledge and/or Abilities:

• Experience with Oracle
• Customer service experience in the medical device, biotech, or pharmaceuticals space