CSR

Are you inspired by innovation talent and technology Do you thrive in a customer-centric environment 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. We are the company behind the da Vinci Surgical System. This elegant robotic tour de force enables skilled surgeons to provide a precise minimally invasive alternative to open (large incision) surgery. Our surgical systems have literally touched the lives of more than three million people worldwide. By employing some of the finest robotics engineering and medical minds in the world were building something very real with real value to human life. Were on our fifth generation da Vinci Surgical System. And were just getting started.

Job Title: Customer Service Associate
Ways of Working 3 days Onsite
Location: Sunnyvale CA
Duration: 6-12 Months

As part of the Customer Service Team you will provide front-line support to our customers 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 that 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.

Essential Job Duties (Specific responsibilities and tasks an individual would be expected to perform in the role. Additional job duties may be determined by functional people manager)

Efficiently handle customers inquiries such as purchase orders product complaints product returns or exchanges.
Professionally responds to emails understands the customers needs and their environment to improve satisfaction at sales and service support levels.
Accurately and timely process orders and requests in ERP and CRM databases.
Understand processes and make recommendations to improve overall team efficiency.
Provide high-standard customer support including email requests from customers.
Enter sales orders into SAP/Neptune and verify that the terms and conditions of purchase orders are processed accordingly.
Process and track all service requests into CRM system.
Log customers complaints timely and accurately report to Regulatory as appropriate.
Effectively follow up on and resolve sales order or service request issues with an appropriate level of supervision.
Ensure accuracy of customer data within SAP and CRM ensure that contact information is kept up to date.
Quickly become knowledgeable on policies processes and procedures; as well as knowledge of products and pricing models.
Use best practices and support continuous process improvement.

Required Skills and Experience (Specific skills knowledge and experience that an individual must possess in order to successfully perform in job)
Very good oral and written communication
Good interpersonal skills and ability to build effective professional relationships
Fluent in English. Excellent knowledge of Spanish or French is a bonus.
Detail oriented
Time management abilities
Ability to manage customer interaction activity in a positive and appropriate manner
Computer literate with MS Office product suite ERP (SAP is a plus) Salesforce
Required Education and Training (As applicable - Specific education and training that an individual must possess in order to successfully perform in job)
Working Conditions (As applicable - Any physical requirements for the job. If not applicable state none)
1-2 years work experience or a minimum of 2 years post-graduate school degree

Preferred Skills and Experience (As applicable - Specific skills knowledge and experience that are not required to perform the job but are desirable to have)
Associate degree in business administration or related field.
Experience within the life science industry.
History of 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.

Best Regards
Scott Solanki
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