9 hours

Customer Relations Specialist

Ann Arbor, MI
  • Job Code
JobId: 388034
JobTitle: Customer Relations Specialist
Department: Customer Administration
Location: Terumo CV Group Ann Arbor, MI

This position is responsible for taking orders from customers and representatives, quoting prices and delivery dates, checking stock, and expediting information. This also involves entering and maintaining database records of customer profiles, preparing and maintaining status reports, and acting as a liaison between customer and factory in expediting orders.

1. In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

2. First line of contact for customer inquiries via phone, email, fax, or EDI regarding orders, returns third part complaints, and other inquires. Research and review finding with customer(s) and advise steps that will be taken to resolve issues.

3. Receives and processes customer orders. Orders include direct sale, consignment, billing adjustments, credit card, service parts, complaint replacements, service loaners. Verify pricing, billing\/shipping information and special instructions.

4. Responsible for maintaining consignment inventory at customer on-site locations as required by customers contracts.

5. Works closely with Sales department and customer(s) on inventory reconciliations, expiring product, one day evaluation shipments, reducing or increasing par levels. Initiates contact with customer(s) to obtain purchase orders for missing consignment products.

6. Provide 24-hour customer support for graft product line.

7. Track customerÙs emergency orders with carriers and resolve shipment delays to ensure critical life saving devices are delivered when expected.

8. Handle Return Goods Authorizations for customers.

9. Facilitates cross-functional department communication to successfully handle customer requests.

10. Manage loaner and trial stock. Proactively retrieve inventory and schedule pickups or shipments.

11. Communicate with Field Service and Repair Center personnel regarding requests for service or follow up on ETA for repairs. Provide quotes for repair charges. Initiate service tickets for customer preventative maintenance.

12. Address Book Maintenance: Gather information to update ERP system address book. Includes intense communication and coordination with every department. Accuracy is paramount, the address book is the cornerstone of the customer database.

13. Maintain internal data\/record keeping to ensure all requirements are met.

14. Run reports that are required for department needs.

15. Perform other duties as assigned.


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Customer Relations Specialist

Ann Arbor, MI

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Ann Arbor, MI

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