Bilingual Customer Service Specialist 2
Intuitive

Norcross, Georgia

Posted in Manufacturing and Production


This job has expired.

Job Info


Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible. Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves. Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Position Description

Are you inspired by innovation, talent and technology? Do you thrive in a customer centric environment and have the ability to speak and write fluently in both English and French?

If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the most innovative medical device companies in the world.

As part of the Customer Care Team, you will provide front line support to our customer's 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 which align with our 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. You also have experience with customer service, sales, marketing and supply chain.

Job Duties and Responsibilities:

  • Successfully resolve routine problems in a way that makes sense to recover the customer to our brand while promoting customer advocacy.
  • Continuously provide accurate information with a goal of exceeding customer expectations.
  • Professionally handle inquires through a multi-channel platform while developing strong working relationships with various medical professionals, including high profile surgeons, hospital administration, and field sales representatives.
  • Log all received emails and chats into our customer support SFDC case system.
  • Use judgement to determine when to escalate incidents to Tier 3 and technical teams.
  • Monitor inquiries to identify repetitive issues that may be arising and escalate as appropriate.
  • Develop knowledge articles to decrease resolution time.
  • Collaborate with Tier 3 to enhance knowledge and improve service level agreements.
  • Strive to be an expert! Learn and maintain a strong understanding of ISI products, processes, policies and resources
  • Accurately process daily order and product returns using multiple business systems
  • Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process
  • Understand and execute on FDA and internal requirements as it relates the complaint reporting process.
  • Prepare and execute on various reports such as the daily backlog and billing reports
  • Coordinate with various internal groups on customer issues.
  • Possess a good understanding of customer and internal escalations
  • Gain autonomy and advanced knowledge of workflows
  • Actively identify areas for process improvement and optimization that will drive department efficiency and create value for our customers
  • Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
  • Maintain timely status of training records at all times
  • Maintain an appropriate level of confidentiality with regard to customer and company data
  • Foster and contribute towards a positive and collaborative culture

Qualifications

Skill/Job Requirements

  • Exceptional verbal, written and listening communication skills, with multitasking capabilities on a daily basis with the ability to speak and write fluently in both English and French is required
  • Intermediate experience with Customer Service, Sales, Marketing and Supply Chain.
  • Associates degree preferred and minimum of three years' experience in a fast-paced customer support, call center, or order management role within a high technology manufacturing environment.
  •  CRM/SAP, SFDC and ERP experience.
  •  Calm under pressure: can execute and thrive in a high-volume, continuously changing, fast-paced environment.
  • Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision.
  •  Knowledge and understanding of multi-channel contact model including phone, email, chat
  • Service-minded team player with a positive attitude and strong work ethic.
  • Strong understanding of revenue recognition requirements.
  • Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision.
  • Service-minded team player with a positive attitude and strong work ethic.
  • Strong attention to detail and understanding of revenue recognition requirements.
  • Intermediate to advanced knowledge of Microsoft programs like Outlook, Word, and Excel.
  • Willingness to work various shifts and days, including weekends and holidays, as the business needs.
  • Ability to work in a regulated environment in compliance to ISO 13485 and 21 CFR 820.

Preferred Knowledge/Skills, Education, and Experience

  • Associates degree in business administration or related field.
  • Experience within the life science industry.
  • History of quote or 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.

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Shift : Day

Travel : 10% of the time

Travel Requirements:10% of the time Shift:Day


This job has expired.

More Manufacturing and Production jobs


Akzo Nobel
Troy, Michigan
Posted 16 minutes ago

Akzo Nobel
Lancaster, South Carolina
$20.00 per hour
Posted 16 minutes ago

Akzo Nobel
Houston, Texas
Posted 16 minutes ago

Get Hired Faster

Subscribe to job alerts and upload your resume!

*By registering with our site, you agree to our
Terms and Privacy Policy.