Customer Service Associate

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Customer Service Associate

April 2021

HemoSonics, LLC is seeking a Customer Service Associate who will be responsible for processing customer orders, coordinating shipments and support of the customer following receipt of the product.

Key Attributes of the Successful Candidate:

  • Computer skills: email, word processing, and spreadsheets
  • Attention to detail
  • Knowledge of customer service principles and practices
  • Ability to work with cross functional teams
  • Excellent communication skills – verbal and written
  • Problem solving skills
  • Ability to multi-task and manage time effectively
  • Knowledge of international shipping requirements/process preferred

Key Responsibilities:

  • Receive and process customer orders for Quantra analyzer and consumables.
  • Coordinate with Supply Chain personnel product shipping arrangements. This may involve scheduling customer shipping partners such as KWE or Logisticon freight.
  • Acknowledge order receipt and communicate shipping date, tracking information to customer.
  • Enter customer orders into ERP system accurately and in a timely manner.
    Provide shipping commit dates in a manner consistent with Supply Chain capability.
  • Communicate with partner warehouses to facilitate shipping of consumables.
  • Assist Logistics with arrangement of bulk shipments to partner warehouses.
  • Strictly adhere to SOPs and work instructions.
  • Keep accurate records of customer interactions.
  • Maintain customer accounts by recording and updating account information.
  • Utilizing a “customer first” mentality, identify and assess customer needs to achieve customer satisfaction.
  • Maintain a high level of professionalism and work to establish a positive rapport with every customer. Interact with customers via phone or email in a professional, positive manner.
  • Proactively notify manager of potential problems based on customer interactions.
  • Answer incoming calls to customer service and engage necessary personnel for intervention.
  • Organize and file documents.
  • Support supply orders from field-based sales and clinical personnel.
  • Assist logistics team with inventory management of consumable quantities, lot numbers, and expiration dates.
  • Other duties as assigned.

Education and Experience Required:

  • High school diploma
  • At least 3 years’ experience in a customer facing role

Physical Requirements:

  • May involve travel to HemoSonics facilities in North Carolina and Virginia as needed
  • Must be able to lift/carry up to 50lbs.

This position is located in Durham, NC.

To apply, please submit your cover letter, resume and salary requirements to:

HemoSonics, LLC is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Why HemoSonics?

HemoSonics is a growing team of scientists, engineers, regulatory and business professionals all focused on transforming the way clinicians manage coagulation dysfunctions by providing comprehensive, timely information on coagulation status at the point of care.

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