Customer Service Representative

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. 

Position Summary:

The Customer Service Representative is the main contact for customers, field sales and distributor reps through order entry and telephone support by performing the following duties.

Essential Functions:

• Receive orders by phone, fax, or e-mail. Process incoming orders for products within 24 hours.
• Schedule loaners and coordinate surgery coverage.
• Ensure loaners are returned promptly after surgery.
• Assist sales group with obtaining purchase orders from hospitals.
• Process proposals/quote requests from field sales.
• Track shipped orders and resolve late shipments.
• Notify accounting to bill for lost/damaged equipment.
• Order placement and order management of Human Tissue products as defined by existing regulations and procedures
• Overview of customers ordering and using Human Tissue products to ensure full compliance with existing regulations and procedures
• Determine appropriate pricing, terms and shipping method for products by following Company guidelines. Enter and/or update all pertinent data regarding complaints, customer information or change orders.
• Resolve routine customer complaints with product upgrades or price adjustments as required.
• Resolve issues with customers concerning order status, credit and shipping problems.
• Fulfill literature and other requests for information.
• Advise Regulatory Affairs of priority complaints or those that involve regulatory agencies such as the FDA.
• Perform duties in compliance with applicable FDA and state regulations as well as standards including, but not limited to, ISO 13485.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications:

• Good communication skills and speaks fluent English.
• Can work independently, has hands on mentality and is highly customer service oriented.
• Is accurate and finds effective and creative solutions to solve logistic problems.
• Has worked with SAP modules or other relevant software packages as well as MS Office.
• Lives in the region.

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.

• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.

• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.

• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.