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Department: Distribution - 040
Schedule: Full Time
Shift: Days
Hours: 9 - 6
Salary Range: Grade 12: $16.73 - $21.84
Job Details:
  • High School/GED
  • POSITION SUMMARY:

    ·          Provides a professional level of support to customers, distribution force, and internal departments.

    ·          Evaluates inbound and outbound calls to ensure quality, customer service, and adherence to the policies and procedures in place.

    ·           Provides feedback to assist with the creation of performance improvement goals and the development of training programs.

    ·          Designs and implements programs to improve performance and efficiency.

    ·          Coordinates training events including scheduling, set up and delivery of material.

    ·          Work with Product Managers to develop product related trainings for staff.

    ·          Responsible for creating and maintaining SOP's for department.

    ·          Responsible for management or CS Surveys including sending invitations and reporting results.

    ·          Responsible for identifying, designing and implementing different feedback tools for the field and customers.

    ·          Responsible for tracking and trending feedback and relaying information to management team 

    ·          Responsible for understanding and being able to perform complete job duties of the Customer Service Representatives, Product Specialists and Inside Sales Representatives.

    ·          Acts as a Quality Investigator for service complaints including initial investigation, entering information into Pilgrim software and relaying information to management team. \

    ·          Acts as Customer Service ambassador for meetings with visitors to include candidates, surgeons and field representatives.

    EDUCATION/EXPERIENCE REQUIRED AND/OR PREFERRED: (list required and preferred separately)

    ·          BA or BS preferred, relevant work experience may be substituted for degree. 

    ·          Minimum 2 years of experience in a Customer Service or Sales Support role

    ·          Proficiency in Microsoft Office software including Outlook, Word, PowerPoint, and Excel.

    ·          Previous training experience preferred

    ·          Previous Tissue Banking experience preferred

    ·          CTBS certification preferred

    ·          Requires high level of problem solving and follow up on a daily basis.

    KNOWLEDGE, SKILLS AND ABILITIES: (list required and preferred separately)

    ·          Ability to act independently to resolve complex customer issues.

    ·          Proven ability to lead others and encourage positive and successful outcomes.

    ·          Ability to work independently or as an integral part of team.

    ·          Ability to coordinate multiple tasks, assign priorities and delegate as needed to ensure tasks are completed in a timely manner

    ·          Excellent interpersonal skills, strong verbal/written communication skills, and excellent organizational skills.

    This position may require the use of personal protective equipment during various tasks/activities including but not limited to, gloves, masks and safety glasses.

     

    List activity requirements and percentage of time:  KEY:  Not at all (0%), Occasional (1-33%),  Frequent (34-66%), Constant (67-100%)

     

    Climbing:   Not at all (0%)                      Bending: Occasional (1-33%)                         Kneeling/Crawling with force:   Not at all (0%)                    

    Pulling: Occasional (1-33%)               Reaching Above Head: Occasional (1-33%) Twisting at waist: Occasional (1-33%)

    Lift above shoulders: Occasional (1-33%)                                                                       Lift from floor level: Occasional (1-33%)         

     

    Physical Requirements:

     

    Sedentary work: Prolonged periods of sitting & physically handle objects up to 10 lbs occasionally.

    Stand for   6 hours/day         Sit for 8 hours/day                Perform repetitive tasks/motions    Have good manual dexterity          

    Have good eye/hand/foot coordination                        Hear alarms/telephone/normal voice             Have Clarity of Vision                     

    Near Acuity (Clarity of vision at 20 inches or less)      Far Acuity (Clarity of vision at 20 feet or more)             Distinguish colors

     WORKING CONDITIONS: Biomedical manufacturing environment.  Potential hazards include exposure to:

    Hazardous chemicals: Not at all (0%)                                               Blood or body fluids: Occasional (1-33%)

    Extreme conditions, hot or cold: Not at all (0%)                              Communicable diseases: Occasional (1-33%)

    Saw Blades, needles or other sharp objects: Occasional (1-33%)               Unprotected heights: Not at all (0%)

    Moving mechanical parts: Not at all (0%)                                         Latex exposure: Occasional (1-33%)              

  • EOE/M/F/Vets/Disabled
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