Customer Service - Purchase Orders

Customer Service II - Purchase Orders

Location: St. Paul, MN

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 12 months
• Pay Rate: $22.00 / Hour (USD)
• Contract to Hire: Potential to convert to permanent
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

This is an entry-level customer service role focused on receiving and processing customer rental and purchase orders in accordance with established procedures. The position interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments, maintaining customer contact until the shipment is received at the destination.

The role follows up and resolves order discrepancies, credit holds, training requirements, or product availability issues when appropriate with the guidance of the team lead/Supervisor, and communicates to customers on order status, expected release dates, or requirements needed to fulfill orders.

The position also provides and communicates inventory status updates and support, researches and prepares billing correction requests to ensure proper billing, corrects commission payments on all devices, and provides accurate entry and field support for the clinical procedure calendar when required.

Key Responsibilities

• Receive and process customer rental and purchase orders in accordance with established procedures
• Interpret and clarify customer orders for the shipping department, create relevant shipping paperwork, communicate waybill information, and trace lost shipments
• Maintain customer contact until the shipment is received at the destination
• Follow up and resolve order discrepancies, credit holds, training requirements, or product availability issues when appropriate with the guidance of the team lead/Supervisor
• Communicate to customers on order status, expected release dates, or requirements needed to fulfill orders
• Provide and communicate inventory status updates and support
• Research and prepare billing correction requests to ensure proper billing and correct commission payments on all devices
• Provide accurate entry and field support for the clinical procedure calendar when required
• Keep current on all products offered by the company
• Monitor, understand, and implement changes in regulatory requirements or CS processes
• Obtain approvals, issue and track returns, and ensure the issuance of credits based on procedures
• Work with customers to expedite the return through to resolution
• Receive and respond to customer product complaints, determine the validity of the warranty period, process credits, and work with internal personnel to schedule installs, ship replacements, or loaned equipment to address immediate customer needs
• Perform consignment inventory initial set-up, audits, and troubleshoot discrepancies through to resolution with external customers
• Maintain Accounts and Contacts in ERP and CRM Databases, including maintenance and updates
• Consult and strategize with management regarding identifying key hospital personnel for future product opportunities and customer needs
• Receive purchase orders and enter orders into internal systems
• Route orders to shipping team for patient requests
• Handle a variety of customer service tasks, including purchase order entry, swaps and RMAs, and other service-related requests
• Build relationships with clinical territory managers and field partners
• Provide phone support (team averages 5060 calls/day; individual may handle approximately 45 calls)
• Communicate internally with supply chain regarding inventory

Required Skills

• Proficiency with Outlook and Excel
• Comfortable working from email-based work queues
• Ability to operate multiple systems simultaneously
• Strong attention to detail
• Ability to prioritize work in a high-volume, fast-paced environment
• Transparent, professional communicator
• Strong written communication skills
• Able to hold professional conversations with internal and external partners

Preferred Skills

• Medical device experience preferred, but open to other industries
• Specialized training or equivalent related experience
• Acceptable backgrounds include: customer service in a medical device company, healthcare or insurance customer service roles, or order processing or process-driven roles

Education Requirements

• High school diploma required

Required Experience

• Minimum of two or more years of demonstrated experience in a customer service or closely related environment

Nice-to-Have Experience

• Specialized training or equivalent related experience
• Medical device industry background

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a leading global healthcare innovator with a portfolio spanning medical devices, diagnostics, nutritional products, and established pharmaceuticals, operating in more than 160 countries. For more than 140 years, the organization has been at the forefront of medical innovation, developing life-changing technologies and products from continuous glucose monitoring and rapid diagnostic tests to minimally invasive cardiac devices and nutritional solutions that millions of people rely on every day. With a team of biomedical engineers, clinical scientists, regulatory affairs specialists, and commercial operations professionals, the organization employs tens of thousands across four major business segments worldwide and is a certified Great Place to Work, with 80 percent of employees reporting it as a great place to work, well above the national average.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.