Sr. Customer Service Representative

Viant Medical is a global medical device design and manufacturing services provider that partners and innovates with customers to provide the highest quality life enhancing medical devices. With nearly 6000 associates across 24 locations worldwide we offer a unique combination of small-company service and attention with big-company resources. Together Were in It for a Sr. Customer Service Representative you will perform customer service activities for internal and external customers. This person will be technically knowledgeable of the sites products services and local processes and be able to use that understanding to provide solutions to customers requirements. This position will ensure advocacy for the customer and work closely with Operations Planning Engineering Quality and Sales to provide solutions that fulfil our customers needs with speed accuracy and exceptional communication. Also will be responsible for executing standard and repeat quoting for the site and order management for assigned customers interacting directly with them as youll do:Support and uphold the Viant Values: Customer Oriented Integrity Servant Leadership Own It Teamwork and Be to company policies and customer requirements in the ERP the voice of the customer as appropriate within the Viant and the sites needs to customers and Sales as appropriate during customer communications and issue with customers and other Viant functions to fully understand customer sales quotations for contract review for order entry process at the site input for Quarterly Business Reviews and participate as with facility personnel (Planning Operations and Purchasing) to meet customer requests for items such as order expedites and change with Site Planning and Operations to establish and communicate standard product lead and monitor plans for expedite requests and recovery plans to Sales Customers and Operations as required to meet Customer returns and the RMA the finished good item configuration to ensure revision price and specifications are call point of contact for site level issue and arrange customer visits business reviews and audits at the manufacturing with other site functions (Operations Supply Chain Engineering Quality) to deliver on key metrics including On time delivery Order Acknowledgement Cycle Time and Quote Cycle Customer Operations processes accurately and within established timeframesEnsures execution and follow-up of RMA actions in the system in case a customer complaint is and maintains sales prices and customer in commercial relationships related to customer service records of customer interactions account processes and document filingNegotiates agreements with customers in alignment with organizational policies Obtains and evaluates all relevant information to handle inquiries about products and servicesMaintains customer trust and protects operations by keeping all internal information confidentialNegotiates terms of responsibility with customers when agreements have been breached or conditions disregardedHandles customer exception requirements provides solutions and alternatives within time limits; follows up and manages actions with support teams to ensure resolutionDevelops customer relationship management (CRM) systems and best practice proceduresResponsible for self-training on applicable procedures and work instructionsMay perform additional activities assigned by the supervisor or team lead as requiredExperience and knowledge of applicable regulations for the medical device industry (CGMP FDA CFR 820 ISO 13485 etc.)Experience managing customer portfoliosBasic experience in sales or business developmentAbility to read and interpret documents such as safety rules operating/maintenance instructions and procedure manualsAbility to interpret a variety of instructions furnished in written oral and/or blueprint formatExcellent hand/eye coordination: manual dexterity good visionCourteous and decisive customer service skillsDetail-oriented and ability to multi-task and prioritize tasksNeat and presentable appearanceStrong computer skills (Microsoft Office products)Ability to communicate effectively across the organization throughout all levels both verbally and to work independently and within a team with a positive attitudeDemonstrated ability to be organized and adaptable to meet business deadlines in a dynamic focused highly organized and able to manage multiple tasks AND EDUCATION REQUIREMENTS2-5 years of experience in Medical Device industry or related school diploma required bachelors degree in international business or related field to communicate effectively with all factions of the organization: sales finance quality and driven professional with excellent internal and external customer service skillsERP experience required (IQMS is a plus)Lots of drive with an eager to learn Chain Management or APICS Certification and background in the Medical Device industry preferredBENEFITSMedical dental and vision benefits-effective on date of hireGenerous paid time off benefits and 10 paid HolidaysCompany-paid life insurance401k plan with company matchLow-cost nutrition and mental health visitsUp to $150-off your gym membership annuallyDiscounted Pet Insurances for your furry friendsAccess to individualized financial planning meetingsEmployee Discount Program with savings on electronics home goods gym equipment and moreDiscounted family caregiving supportWe offer market competitive compensation. Potential salary range for this role is $55k-$70k. Actual pay will be determined based on experience qualifications geographic location and other job-related factors permitted by law.