Customer Support Rep Medical Device Account Specialist

This role will be responsible for the operational management of customer accounts within the medical device industry, acting as the primary point of contact for order and account status, product and service pricing, customer support, and cross-functional communication.
JOB PURPOSEEnsure the teamwork internal coordination to develop long-term relationships and customer loyaltythrough the continuously commutation, bring solutions according to their needs in alignment whit the budget and Customer Service processes and systems.
MAJOR RESPONSIBILITIESProvide prompt response to customer request and refer communication to appropriate staff, following established procedures to assure meeting the order cycle time.Manage topics related to order status, product information, account status, and product and service pricing assuring delivery on time of products.Organize, change and set customer priorities daily according to either customer request or due to manufacturing issues. Promoting collaboration and teamwork between planning, production area, account managers, logistic and finance to meet the forecast, budget and customer expectations. Sales and Op support, able to analyze customer forecasts analysis. Evaluate quoting customer experience and internal goals aligning metrics to accomplish the agreement with the customers. Prepares quotes, as well as margin reviews.Provide feedback to the organization to offer recommendations for improvement taking actions according to either customer request or process assessments. Collects product and process specifications, requirements, and technical information from various areas of the organization to be align with the customer expectations and deploy the internal coordination of the resources.Offer basic support related to the contracts assistance to assure adherence and interpret the agreements information to apply it when a new PO is received, topics related to; pricing, Incoterms, forecast, safety stock etc.Provide requested data and documentation to support internal and external audits. Assures compliance to any procedural documentation. Initial documentation of any customer complaint (RMA). Responsible for invoicing and initial following up of any past due.
KNOWLEDGE, SKILLS AND ABILITIESHigh School diploma, Associate Degree preferred. 2+ years of experience in related industry.SAP/ERP and SF knowledge preferred.Basic skills in systems such as Microsoft office, word, excel, PowerPoint, and Outlook.Basic problem-solving skills.Flexible and quick prioritizing manufacturing customer requirements.Developed knowledge of similar products and processes.Effective communication and negotiation skills.Focus on the customer and results.