Job Description
Field Support Operations Representative I
YOUR REMOTE US HOME OFFICE /
SALES & CUSTOMER SUPPORT – CUSTOMER AND FIELD SUPPORT OPERATIONS /
EXTERNAL
/ REMOTE
As a Field Support Operations Rep, you will be part of a global team that is changing the treatment of stroke and other vascular diseases with innovative products and new technologies. You will provide front-line support for Sales Representatives and serve as an in-house resource for the entirety of our sales operation. You will have the opportunity to work on a variety of projects with colleagues at all levels, in an atmosphere of teamwork and open communication.
We are looking for candidates who will have availability to work the hours of 6AM to 3PM Pacific or 7AM to 4PM Pacific, Monday through Friday.
What You’ll Work On
- Review, analyze, and process complex orders as they pertain to, but not limited to, Travel Stock Usage, Discounts, Bulk Buy, Special Offers, etc
- Contract/Letter review as they pertain to special offer orders or volume discounts
- Coordinate with multiple departments for appropriate review and/or approval
- Coordinate and process orders for shipment and billing of product used, supporting our Travel Stock Program
- Ensure compliance with company policies and procedures
- Review and resolve a variety of transactions as they pertain to different process areas
- Document usage and billing activities in accordance with company requirements
- Identify inventory and order-related discrepancies, initiate investigation and effectively resolve minor errors or escalate as necessary
- Serve as primary back-up to Order Processing
- Generate and process Returned Material Authorizations (RMAs) via RMA/Complaint Reporting and ERP systems with a primary focus on Complaint RMAs
- Respond to general requests related to order fulfillment and product inquiry, providing product description/overview or assistance in product selection as required
- Work directly with internal and external departments to build productive working relationships to effectively resolve issues including those related to discrepancies in orders, inventory, returns and billing
- File customer complaints in accordance with complaint handling procedures
- Comply with regulations, QMS standards and procedures, and SOX
- Log metrics data for quality purposes
- Maintain excellent customer and sales relations
- Support various time zones as assigned
- Work company holidays as business needs necessitate
- Adhere to the Company’s Quality Management System (QMS) as well as domestic and global quality system regulations, standards, and procedures.
- Understand relevant security, privacy and compliance principles and adhere to the regulations, standards, and procedures that are applicable to the Company.
- Ensure other members of the department follow the QMS, regulations, standards, and procedures.
- Perform other work-related duties as assigned.
What You Contribute
- Associate degree with 2+ years of administrative experience in a corporate environment, preferably in a medical device, pharmaceutical or comparable regulated environment, or equivalent combination of education and experience
- Strong oral, written, and interpersonal communication skills required
- Competence with Microsoft Office (Outlook, Word, and Excel)
- SAP, Salesforce, and Microsoft Dynamics experience desirable
- Keen attention to detail and the ability to manage multiple tasks and deadlines are also required