Work Flexibility: Hybrid

On Site Location: 53 Bancker St, Englewood, NJ

Shift: Monday – Friday, 8:00 AM – 4:30 PM, mandatory OT as needed

What you will do-

The Account Service Representative provides customer services relating to sales, sales promotions, installations and communications and ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. The ASR develops organization-wide initiatives to proactively inform and educate customers and develops improvement plans in response to customer surveys. Additional responsibilities may require you to:

• Be responsible for all Purchase Orders (Bill Only, Ship and Bills, GHX and other future EDI platforms) to include entry accuracy as the front line for data entry; provide proactive updates on order status to accelerate billing process 

• Build relationships with hospital billing specialists and Sales Representatives and support surgery product usage questions to accelerate billing process; support requested product/case information; aid representatives with data entry into RepSuite/WebOps system as needed

• Check and validate accuracy of incoming surgery product usage cases; support Sales Representatives in case of product usage discrepancies and product usage pricing

• Utilize appropriate platforms to replenish surgery product usage cases; validate the ship to and replenishment locations of orders with sales and operations partners  

• Verify accuracy of lot code reservations as needed and support actions needed for resolution and reservation

• Support Sales Department by providing answers to questions generated by telephone, e-mails and fax; research responses with sales

• Provide phone support for inquiries from sales and healthcare professionals; determine when Representative support requires escalation based on complexity of request and priority level of need. Follow up with hospital to collect purchase orders and clarify discrepancies

• Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken 

What you need-

Required -

• High school diploma or equivalent
• 2+ years of relevant experience

Preferred -

• Associate or bachelor’s degree
• Salesforce, SAP, Webops

Pay rate will not be below any applicable local minimum wage rates.