Avalign Technologies Hiring for Customer Service Representative at Schaumburg, IL Full Time

Avalign produces innovative, high-performance, and cost-effective medical devices with a particular focus on high growth and ingenuity. Our team is growing quickly and proud of the fact that our custom-made devices continue to make a huge difference in the lives of medical professionals and their patients. Our employees are actively involved in the design, engineering and manufacture of technologically advanced medical devices that ensure that we meet our customer’s quality specifications for each product we produce.

Summary:

The Product Specialist/Customer Service Representative shall be responsible for providing professional and timely support to end customer and within Avalign Technologies Divisions when needed via phone, email, fax or EDI (Electronic Data Interchange). This includes but is not limited to: request for quotes, order receipts, order entry, order confirmations, order expediting, and estimated time arrivals on products. This requires an individual to work full-time on-site in Schaumburg, Illinois.

Duties/Responsibilities: include the following. Other duties may be assigned:

• Adhere to Avalign GSI Employee Handbook and Corporate Quality Manual at all times.
• Answer phones in a friendly respectable timely manner at all times.
• Gain knowledge of Cisco phone system handling (incoming, outgoing, voicemail, transfer calls & intercom paging system).
• Use of phone intercom to page overhead within the office building for deliveries to warehouse receiving dock and for all employee meetings when needed.
• Monitor both group customer service email and personal direct email for customer inquiries such as stock on hand status, order tracking information, estimated time arrivals, quotes, image requests and purchase orders.
• Respond to emails within 24 hours. For large quote requests must inform customer of time frame needed to complete project.
• Gain knowledge of Epicor ERP system functionalities
• Cross referencing, item view look up, customer information, customer pricing, customer order history, stock on hand, eta information, generate backorder s
• Demonstrate and retain knowledge gained of surgical instruments line within first year of employment
• Online research, various instrument catalogs (two bookshelves located in CS department) and viewing instruments in warehouse
• Process purchase orders into Epicor ERP System
• Review orders for any discrepancies or questions prior to entering into Majesty ERP System
• Provide order confirmation to customer via email/fax within 24 hours
• Issue Return Goods Authorization Numbers
• Verify reason for return, item number, quantity being returned, lot number and purchase order/invoice number
• Other duties as assigned by Manager of Customer Service or Surgical Leadership Team

Competencies/Essential Functions: To perform the job successfully, an individual should demonstrate the following:

• Attention to Detail – Demonstrates attention to detail and follows instructions. Must be able to multi-task and prioritize tasks in order of urgency.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Communication & Interpersonal Skills – Focuses on solving conflict and maintains confidentiality and responds well to questions. Reads, writes and speaks clearly and persuasively; listens and gets clarification; requires ability to coordinate moderately complex issues among and between various departments.
• Customer Service – Strong interpersonal skills and communication skills required to provide superb customer service to end users. A high level of confidentiality, standard of ethics and integrity.
• Teamwork – Exhibits objectivity and openness to others’ views; gives and welcomes feedback; ability to develop constructive and effective relationships with staff and customers by possessing strong interpersonal skills to communicate with confidence.
• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent.
• Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies the appropriate person with an alternate plan.
• Reasoning Ability – Must be able to understand and carry out instructions furnished in written, oral, or diagram form. Must be able to identify dimensional problems and/or set-up problems and seek assistance when needed.
• Mathematical Skills – Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Computer Skills – Must be proficient with computer systems; specifically Microsoft Office Applications.

Education and/or Experience:

• Education and/or Experience- High school diploma or general education degree (GED) required. Two (2) or more years of Customer Service preferred.
• Language Skills – Ability to read and comprehend instructions, prepare correspondence and s and to effectively present information in one-on-one or small group situations to customers, clients, and other employees of the organization.
• Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Computer Skills – To perform this job successfully, an individual should have knowledge of Epicor software, Excel Spreadsheet software and Word and Outlook Word Processing software.

Physical Demands/Work Environment:

While performing the duties of this job, the employee is required to stand, walk or sit, occasionally for long periods of time; use hands to hold, handle or feel objects; reach with hands and arms; balance; stoop, kneel or crouch; talk or listen. The employee may occasionally lift and/or move up to 50 pounds (seek assistance for greater amounts). Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. The noise level in the work environment is usually moderate. Employees may be exposed to hazardous materials. Employees need to consult SDS in their work area. This position is based on-site at the Schaumburg, Illinois office full-time. Travel up to 10% of the time.

What You’ll Enjoy:

• Competitive compensation and benefits package
• Comprehensive medical, dental, and vision insurance
• Paid vacation and 10 observed paid holidays per year
• Employer funded Basic Life and AD&D insurance
• Employer funded STD and LTD insurance
• Tuition reimbursement
• Great 401(k) with company match
• Generous employee referral bonus program
• Working for a thriving, performance-based company that values promoting from within and career advancement
• Temperature controlled environment
• Community involvement investing and giving back to the community
• Additional free resources such as travel assistance, EAP, etc.

Avalign conducts a comprehensive background, drug testing, highest level of education completion verification, and reference checks.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We are an employer that participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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