Job Description

Requisition ID 66179 Title Customer Service Coordinator I - ALCC Division [[division]] Location:
London, Ontario Salary Range: Salary Minimum:
$40,000 Salary Maximum:
$57,000

Arthrex Inc. is hiring a Customer Service Coordinator to deliver the Arthrex Experience on every interaction in accordance with company standards, policies and procedures. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

This individual will need to reside near London, Ontario, Canada.

Essential Duties and Responsibilities:

• To respond to Arthrex customer’s inquiries and process purchase orders via phone, email/fax efficiently, delivering the Arthrex Customer Experience every day.
• Ability to make quick decisions and respond to customer inquiries in a professional manner.
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
• Adherence to Quality and Compliance Guidelines.
• Follow the Arthrex standardized order entry process to ensure 100% accuracy for all orders
• Assist customers by determining order status and working to resolve shipping, invoice, or product related problems and questions
• Builds and maintains relationships with other business units for collaboration resolution of customer issues and process improvements.
• Properly handles and troubleshoots all customer interactions for first contact resolution.
• Extends Arthrex Experience to all Agency Office Personnel and Sales Representatives
• Responsible for monitoring workflows at the end of the day to ensure all orders have been processed correctly and follows up on failures accordingly.
• Required to work flexible hours as needed by department to include mandatory month end until 7 PM or upon completion of all orders submitted.
• Required to work extended hours during fiscal & calendar year end to ensure all orders are processed and shipped on time.

Education and Experience:

• High school diploma or equivalent required

• One year customer service experience required

• Customer Contact Center experience preferred

• Bilingual in French and English Preferred

• Order processing and SAP experience preferred

Knowledge and Skill Requirements/ Specialized Courses and/or Training:

Excellent phone etiquette. Computer literacy and ability to multitask.

Technical knowledge of products sold by the company and understanding of handling the products. Basic knowledge of medical terms relating to the products handled. Basic knowledge of marketing concepts and practices.

Machine, Tools and/or Equipment Skills:

Demonstrated advanced technical skills, specifically proficient in Microsoft Word, Excel, Outlook, and Power Point. Experience working in a Contact Center Platform managing both outbound and inbound calls.

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
• Life Insurance & Long Term Disability Insurance
• Annual Bonus
• Free Onsite Lunch
• Tuition Reimbursement Program
• Paid Parental Leave
• Paid Time Off
• Employee Assistance Provider (EAP)

Arthrex, Inc. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.