Customer Care Coordinator - Vet Systems

Arthrex, Inc. is a global medical device company and a leader in new product development and medical education. We are a privately held company that strives to accomplish our corporate mission of Helping Surgeons Treat Their Patients Better™. We are committed to delivering uncompromising quality to the health care professionals who use our products, and ultimately, the millions of patients whose lives we impact. Arthrex Benefits Medical, Dental and Vision Insurance Company-Provided Life Insurance Voluntary Life Insurance Flexible Spending Account (FSA) Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness) Matching 401(k) Retirement Plan Annual Bonus Wellness Incentive Program Free, Onsite Medical Clinics Free Lunch Tuition Reimbursement Program Trip of a Lifetime Paid Parental Leave Paid Time Off Volunteer PTO Employee Assistance Provider (EAP) Please note, most benefits are for regular, full time employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law. Arthrex is a global medical device company and leader in orthopedics medical education. With a corporate mission of Helping Surgeons Treat Their Patients Better™, Arthrex has pioneered the field of arthroscopy and develops more than 1,000 innovative products and procedures each year that support all aspects of orthopedics. The Veterinary Systems Customer Care Coordinator provides contact and communications with customers to assure that customer needs are addressed, problems are studied and resolved and provides support for Vet Product Management. The successful candidate will have strong communication and relationship building skills combined with critical thinking and problem solving to provide excellent customer service. Essential Duties and Responsibilities : Manage and process all incoming contact via telephone, fax or e-mail. Identify and assess customers’ needs to achieve satisfaction. Build sustainable relationships and trust with customers through open and interactive communication. Handle customer returns for credits, repairs and complaints following Vet Systems protocol. Resolve concerns posed by various levels of customers including doctors of veterinarian medicine. Provide assistance with quotes and pricing. Provide support to agencies and sales staff. Provide support to Customer Care Technician. Provide support to Vet Product Management team. Education and Experience : High School diploma or equivalent required. Associates preferred. Previous customer service experience required. Knowledge and Skill Requirements / Specialized Courses and / or Training : Effective verbal / written communication skills in carrying out job duties with various internal and external contacts and levels of management. Basic mathematical skills including calculating percentages and discounts. Capable of solving a variety of customer service issues and supporting a range of personalities and customer types. Proficient in MS Office (Word, Excel, Outlook). SAP experience preferred. Familiarity of Arthrex Business Portal Quoting preferred. Display tact and diplomacy while providing technical support to veterinary surgeons and technicians. Attention to detail when processing orders, workorders, and inventory control and etching procedures. Machine, Tools, and / or Equipment Skills : PC; Familiarity with Microsoft Outlook, PowerPoint, Word and Excel, fax and scanner. Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to talk or hear.The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and / or move up to 10 pounds. Arthrex Benefits Medical, Dental and Vision Insurance Company-Provided Life Insurance Voluntary Life Insurance Flexible Spending Account (FSA) Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness) Matching 401(k) Retirement Plan Annual Bonus Wellness Incentive Program Free Onsite Medical Clinics Free Onsite Lunch Tuition Reimbursement Program Trip of a Lifetime Paid Parental Leave Paid Time Off Volunteer PTO Employee Assistance Provider (EAP) All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.