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Customer Account Specialist

SeaSpine

This is a Contract position in Addison, TX posted September 4, 2021.

Our Customer Account Specialist delivers an excellent customer experience and sales support through timely, accurate, and complete order fulfillment for our Spinal Implants and Orthobiologics product portfolios.

You’ll work with teams across SeaSpine to ensure that our Distributor and customer needs are handled in a professional and thorough manner for both pre-sales and post-sales assistance.

In this high-accountability, high-impact role, you’ll directly support revenue goals through direct management of all order types via multiple channels and our ERP systems.Essential Responsibilities:Review and manage all open orders for timely completion of order fulfillment, identifying any pending discrepancies/issues, and communicating with our Field Sales TeamMaintain proper documentation and implementation of all order types in Oracle ERP received by phone, fax or other sources, proactively ensuring any duplicate orders are eliminatedEnsure all POs received for month-end are invoiced and reported accurately for sales commissions to be prepared and assist in all discrepancy reviews related to month-end invoicingProactively work to decrease the amount of unbilled revenue by investigating and remedying order issues, including calling accounts for PO numbers, assisting in discount request forms, and working with the consignment team to resolve lot issuesMaintain Salesforce.com customer master updatesReview and manage customer replenishment back orders and provide frequent updates and ETA’sInitiate pricing discount documentation per established proceduresInitiate/circulate new customer application forms as required for new accountsWith a sense of urgency, investigate and resolve complaints and issues to provide viable options and solutions, and follow appropriate protocol with managing initial receipt and communications as related to Quality proceduresMaintain a comprehensive library of reference and historical data on Distributors, Customers, and product information in compliance with Quality controlsAdminister distributor policies and proceduresRequired Qualifications:High School diploma or equivalent required5-7 years customer service experience in a high-volume call center / order management centerHands-on experience with Enterprise Resource Systems like OracleMastery of the English language and strong ability to effectively communicate verbally and through written correspondence with all levels of peers and leadership at SeaSpine, distributorships, hospitals, and other vendors worldwideStrong proficiency with Microsoft Office, specifically Excel and WordDemonstrated ability to work creatively, prioritize, and smoothly manage goals and initiatives amidst competing prioritiesCritical thinker with strong attention to detail, and ability to problem-solve and establish solutions in a high-growth and fast-paced environmentPreferred Qualifications:Bachelor’s degreeExperience with OracleCustomer service experience in the medical device, biotech, or pharmaceuticals spaceJob SummaryRequisition Number: CUSTO01693Job Category: Customer ServiceSchedule: Full-Time

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