Medical Device Customer Service Representative

Moog Medical Devices Group is looking for a Medical Device Customer Service Representative to support our team in Salt Lake City, Utah. Our customer service representatives support all customer needs by responding to inquiries, processing return authorizations, basic troubleshooting, and acting on behalf of the customers as their advocate with all internal departments to resolve concerns and requests in a timely and compassionate manner.
Moog Medical Devices Group designs, manufactures, and distributes industry-leading enteral feeding and infusion pumps. Through investment in research and development and relying on our vast expertise, we design and develop advanced infusion systems that improve medication safety, optimize application performance and reduce medical expenses.

Moog Medical

  Shift available from 7:30am – 4:00pm Mountain Time Monday-Friday (you will work 8 hours per day)
  Training hours are 7:30am-4pm Monday-Friday.
  Training attendance is mandatory.

To be considered for the Customer Service Representative, heres what youll need to bring with you:
  GED or High School Diploma or equivalency required.
  Three years or more related experience and/or training in customer service, call center, or similar role; or equivalent combination of education and experience.
  Ability to enter detailed information with a high degree of accuracy.
  Demonstrated ability to work in a compassionate manner with external and internal customers.
  Work independently and as part of a cross functional team.
  Computer literate with demonstrated competencies with Microsoft applications.
  Excellent and professional verbal and written skills in English.
  Strong phone etiquette and active listening skills.
  Be able to meet attendance requirements.
  Ability to carry out instructions furnished in written and oral forms.
  Work remotely without need for direct supervision or technical assistance.
  This position requires compliance with United States Export Controlled information training and awareness.

As a Customer Service Representative,you will:
Order Entry into ERP System
  Process customer orders via phone, fax and email
  Generate and transmit order confirmations via fax and email.
  Manage customer expectations with regards to order delivery time.
  Send out notification emails to field reps when appropriate.
  Initiate pricing dispute process.
  Process product replacement orders.
  Process customer requests for new product returns.

RMA Processing
  Process customer requests for product repair, utilizing two RMA systems.
  Send out shipping labels and coordinate the return of items in a timely manner.
  Contact the customer for approval of repair charges.
  Report urgent complaints utilizing exception process.
  Address customer inquiries on status of pump repairs.
  Provide reporting of repair history upon customer request.
  Process the receipt of unidentified product returns.
  Enter repair approvals and denials into database.
  Compile summary repair data and associated costs.
  Filter and transfer all clinical support calls to Clinical Help Desk.
  Log all customer complaints into Complaint Handling System.

Researching Customer Issues
  Provide shipment tracking information for orders.
  Investigate customer invoice disputes; Submit credit requests when necessary.
  Provide customer warranty information and serial number tracking.
  Provide trouble-shooting assistance for product related use and issues.
  Process all web-site inqu
iries.
  Provide customer follow up via phone, fax or email as directed by manager.

Miscellaneous
  Escalate customer requests as needed to Sales Team members… For full info follow application link.

EOE/AA Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran