Avalign produces innovative, high-performance, and cost-effective medical devices with a particular focus on high growth and ingenuity. Our team is growing quickly and proud of the fact that our custom-made devices continue to make a huge difference in the lives of medical professionals and their patients. Our employees are actively involved in the design, engineering and manufacture of technologically advanced medical devices that ensure that we meet our customer's quality specifications for each product we produce.
Summary: The Product Specialist shall be the primary point of contact for customers through the purchase order management process, as well as providing technical surgical instrument support and general customer service for external customers and internal employees as necessary. As part of the customer service department, this role also conducts customer support activities such as order & data entry, inventory availability & research, customer problem resolution, preparing customer reports, tracking & follow up on customer orders, and processing customer returns. This position will have focus on our German Surgical Instruments base business.
Responsibilities include the timely and accurate completion of the following (Other duties may be assigned):
Technical Product & Cross-Referencing Support for Customers & Internal Employees as needed Enter/Process Customer Purchase Orders via ERP System Manage Cross Reference Tool in ERP system Generate & Issue Return Goods Authorization numbers Answer phones in a friendly, respectable, & timely manner at all times. Monitor Salesforce group customer service email and personal direct email for customer inquiries such as stock on hand status, order tracking information, estimated time arrivals, quotes, image requests and purchase orders. Gain Knowledge of ERP system - Cross referencing, item view look-up, customer information, customer pricing, customer order history, stock on hand, stock adjustments, eta information, generate backorder reports and warehouse bin locations Demonstrate and Retain Technical Product knowledge via Online research, various instrument catalogs and viewing instruments in the warehouse Create customer status reports as necessary Monitor/track status of customer orders as necessary through the process Adhere to Avalign GSI Employee Handbook and Corporate Quality Manual at all times Set up new customer accounts in ERP system & participate in New Item Add processing Attend internal/external meetings as needed to provide technical instrument support Qualifications: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requirements:
Detail -demonstrates attention to detail and follow instructions. Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully. Works well in group problem solving situations and uses reasoning skills when dealing with differences of opinion. Communication – Must have excellent communication and interpersonal skills. Listens and gets clarification; responds well to questions; able to read, write and interpret written information. Reasoning Ability - Must be able to understand and carry out instructions furnished in written, oral, or diagram form. Must be able to identify dimensional problems and/or set-up problems and seek assistance when needed. Mathematical Skills - Must be able to add, subtract, multiply, and divide. Competencies - Excellent organizational skills. Computer Skills – Must have knowledge of MS Office with at least intermediate MS Excel skills. Education and/or Experience:
High school diploma or general education degree (GED) (some college classes, college degree, or APICS/CPIM certification a plus) 2-3 years of Customer Service experience as an individual contributor Strong familiarity with Microsoft software (Outlook, Excel, Powerpoint) Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and
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