SUMMARY:

 

Customer Service Representatives are SANUWAVE’s first-line representatives for our customers and sales team handling orders and inquiries. They are responsible for new customer set-up and the entire order fulfillment process. As a Customer Service Representative, you will provide comprehensive service in a high performance, customer focused environment, while always understanding there is a patient who benefits in the end.

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RESPONSIBILITIES INCLUDE:

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• Collaborate with the Field Sales Force to develop and maintain customer relationships.

• Effectively and efficiently manage order to cash process activities such as order processing, expediting, basic returns, sample and zero-dollar orders, consignment order process, and resolving and removing obstacles that may impact customer requirements and expectations.

• Respond to inquiries in a prompt, courteous and effective manner and in accordance with Customer Service procedure.

• Work with third party logistics vendor to ensure customer orders are processed as required and delivered quickly and efficiently.

• Maintain confidential information, including proprietary corporate and product information

• Accurately create and update Customer Master database files to ensure the integrity of the database. Validate all incoming data on new account request forms and update all data as required.

• Perform as a Subject Matter Expert with ability to coach/train as needed.  Proactively identify areas of efficiency or opportunity and presents to the team leadership.

• Participate in the interviewing process for Customer Service positions, participate in orientation for new hires, and mentoring peers.

• Knowledge of the consignment model for product distribution which include:

  • ​ initial agreement request 

  • fill up

  • billing and replacement of product used from consignment

  • management of sales trunk stock

  • traceability of all

• Experience in consignment inventory verification and resolving inventory/lot discrepancies

• Ability to think strategically, while managing multiple emails and prioritizing execution to meet the needs of the customer

 

QUALIFICATIONS:

 

• Bachelor’s degree with 2+ years of Customer Service experience -having direct customer interactions and supporting field sales organizations or equivalent experience (8+ years having direct customer interactions and supporting field sales organizations.

• Experience working with 3rd party vendors Required

• Experience in pharmaceutical or medical device industry highly desirable

 

KNOWLEDGE:

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• Experience with ERP software and inventory management systems

• Strong knowledge of the commercial order to cash process

• Intermediate skills in the Microsoft family of products

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Please email your resume to recruiting@sanuwave.com and include the title of the job in the subject line.  Qualified applicants will be contacted.

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SANUWAVE is an Equal Opportunity Employer.