Customer Service Associate (Hybrid - Sunnyvale, CA)

***Please note that our customer is currently not considering applicants from the following locations: Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, and Tennessee.***

Our Customer is a corporation that develops, manufactures, and markets robotic products designed to improve clinical outcomes of patients through minimally invasive surgery. Founded in 1995, their goal was to create innovative, robotic-assisted systems that help empower doctors and hospitals to make surgery less invasive than an open approach. Working with the top medical professionals, they continue to develop new, minimally invasive surgical platforms and future diagnostic tools to help solve complex healthcare challenges around the world.

We are seeking a Customer Service Associate on a contract basis to support our client's business needs. This role is hybrid (3 days onsite and 2 days remote/week) in Sunnyvale, CA.

As part of the Customer Service Team, you will provide front-line support to the customers’ concerns in a fast-paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting scalable support solutions that align with the company and business objectives. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn.

Responsibilities:

• Efficiently handle customers’ inquiries such as purchase orders, product complaints, product returns, or exchanges.
• Professionally responds to emails, understands the customers’ needs and their environment to improve satisfaction at sales and service support levels.
• Accurately and timely process orders and requests in ERP and CRM databases.
• Understand processes and make recommendations to improve overall team efficiency.
• Provide high-standard customer support, including email requests from customers.
• Enter sales orders into SAP/Neptune, and verify that the terms and conditions of purchase orders are processed accordingly.
• Process and track all service requests into the CRM system.
• Log customers’ complaints timely and accurately, report to the Regulatory as appropriate.
• Effectively follow up on and resolve sales orders or service request issues with an appropriate level of supervision.
• Ensure accuracy of customer data within SAP and CRM, and ensure that contact information is kept up to date.
• Quickly become knowledgeable on policies, processes, and procedures, as well as knowledge of products and pricing models.
• Use best practices and support continuous process improvement.

Qualifications

• 1-2 years of work experience or a minimum of 2 years post-graduate school degree
• Very good oral and written communication
• Good interpersonal skills and the ability to build effective professional relationships
• Fluent in English. Excellent knowledge of the Spanish or French language is a bonus.
• Detail oriented
• Time management abilities
• Ability to manage customer interaction activity in a positive and appropriate manner
• Computer literate with MS Office product suite, ERP (SAP is a plus), Salesforce
• Associate degree in business administration or related field.
• Experience within the life science industry.
• History of order management in SAP or SFDC.
• Ability to run reports in SAP or SFDC and create pivot tables and charts.
• Understanding of customer success programs and metrics.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.