Customer Service Coordinator I – ALCC

Requisition ID: 60949 Title: Customer Service Coordinator I – ALCC Division: Arthrex Canada (CA02) Location: London, Ontario

Arthrex Inc. is hiring a Customer Service Coordinator to deliver the Arthrex Experience on every interaction in accordance with company standards, policies and procedures. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

This individual will need to reside near London, Ontario, Canada. 

Essential Duties and Responsibilities:

• To respond to Arthrex customer’s inquiries and process purchase orders via phone, email/fax efficiently, delivering the Arthrex Customer Experience every day.
• Ability to make quick decisions and respond to customer inquiries in a professional manner.
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
• Adherence to Quality and Compliance Guidelines.
• Follow the Arthrex standardized order entry process to ensure 100% accuracy for all orders
• Assist customers by determining order status and working to resolve shipping, invoice, or product related problems and questions
• Builds and maintains relationships with other business units for collaboration resolution of customer issues and process improvements.
• Properly handles and troubleshoots all customer interactions for first contact resolution.
• Extends Arthrex Experience to all Agency Office Personnel and Sales Representatives
• Responsible for monitoring workflows at the end of the day to ensure all orders have been processed correctly and follows up on failures accordingly.
• Required to work flexible hours as needed by department to include mandatory month end until 7 PM or upon completion of all orders submitted.
• Required to work extended hours during fiscal & calendar year end to ensure all orders are processed and shipped on time.

Education and Experience:

• High school diploma or equivalent required
• One year customer service experience required
• Customer Contact Center experience preferred
• Must be bilingual in French and English
• Order processing and SAP experience preferred

Knowledge and Skill Requirements/ Specialized Courses and/or Training:

Excellent phone etiquette. Computer literacy and ability to multitask. Technical knowledge of products sold by the company and understanding of handling the products. Basic knowledge of medical terms relating to the products handled. Basic knowledge of marketing concepts and practices. 

Machine, Tools and/or Equipment Skills:

Demonstrated advanced technical skills, specifically proficient in Microsoft Word, Excel, Outlook, and Power Point. Experience working in a Contact Center Platform managing both outbound and inbound calls.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills

Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements. 

Language and Communication Skills:

Must be bilingual in French and English. Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above. Ability to verbally communicate ideas clearly and effectively convey information to other team members and management. Ability to write and record data and information as required by procedures.

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 the 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 talk or hear. The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. 

Arthrex Inc. is hiring a Customer Service Coordinator to deliver the Arthrex Experience on every interaction in accordance with company standards, policies and procedures. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

This individual will need to reside near London, Ontario, Canada. 

Essential Duties and Responsibilities:

• To respond to Arthrex customer’s inquiries and process purchase orders via phone, email/fax efficiently, delivering the Arthrex Customer Experience every day.
• Ability to make quick decisions and respond to customer inquiries in a professional manner.
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
• Adherence to Quality and Compliance Guidelines.
• Follow the Arthrex standardized order entry process to ensure 100% accuracy for all orders
• Assist customers by determining order status and working to resolve shipping, invoice, or product related problems and questions
• Builds and maintains relationships with other business units for collaboration resolution of customer issues and process improvements.
• Properly handles and troubleshoots all customer interactions for first contact resolution.
• Extends Arthrex Experience to all Agency Office Personnel and Sales Representatives
• Responsible for monitoring workflows at the end of the day to ensure all orders have been processed correctly and follows up on failures accordingly.
• Required to work flexible hours as needed by department to include mandatory month end until 7 PM or upon completion of all orders submitted.
• Required to work extended hours during fiscal & calendar year end to ensure all orders are processed and shipped on time.

Education and Experience:

• High school diploma or equivalent required
• One year customer service experience required
• Customer Contact Center experience preferred
• Must be bilingual in French and English
• Order processing and SAP experience preferred

Knowledge and Skill Requirements/ Specialized Courses and/or Training:

Excellent phone etiquette. Computer literacy and ability to multitask. Technical knowledge of products sold by the company and understanding of handling the products. Basic knowledge of medical terms relating to the products handled. Basic knowledge of marketing concepts and practices. 

Machine, Tools and/or Equipment Skills:

Demonstrated advanced technical skills, specifically proficient in Microsoft Word, Excel, Outlook, and Power Point. Experience working in a Contact Center Platform managing both outbound and inbound calls.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills

Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements. 

Language and Communication Skills:

Must be bilingual in French and English. Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above. Ability to verbally communicate ideas clearly and effectively convey information to other team members and management. Ability to write and record data and information as required by procedures.

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 the 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 talk or hear. The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. 

Arthrex, Inc. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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