Customer Service Representative

Reports to Customer Service Manager

Position Type:  Full Time Employee

Travel Required:  ~ 1%

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.

RESPONSIBILITIES INCLUDE:

  • 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:

  • 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

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

SANUWAVE is an Equal Opportunity Employer.

3360 Martin Farm Road, Suite 100 Suwanee GA United States 30024

(770) 419-7525

(770) 419-8634 (fax)

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