Customer Care Advocate in West Menlo Park, CA at Volt

Date Posted: 11/8/2019

Job Snapshot

Job Description

Now Hiring - Customer Care Advocate                                                   

Rapidly growing medical device company in Menlo Park, CA is seeking a Customer Care Advocate to ensure our customer experience is the best in our industry. Our customers are the end patient, the audiologist and the M.D. The Customer Care Advocate will use their superior communication skills to help customers resolve issues, place orders and coordinate customer care escalation. Strong collaborative skills are required.

QUALIFICATIONS

  1. Overall 2+ years of experience in customer service, order management and contract management preferably in a small startup environment.
  2. Experience with Salesforce.com, QAD systems a must
  3. Extensive experience using MS office
  4. Strong verbal, written and telephone communication skills
  5. Ability to perform multiple tasks with strong attention to detail.
  6. Excellent judgement and discretion in handling difficult situations 
  7. Passion for helping and interacting with people.
  8. Self-motivated and ambitious with the ability to wear many hats in a dynamic environment
  9. Experience in Admin, Finance or accounting a plus


DUTIES AND RESPONSIBILITIES

  1. Primary point of contact for all incoming customer support calls.
  2. Resolve customer inquiries via phone and email. Use Telephone system to reach out to customers to resolve issues and address concerns.
  3. Coordinates any Customer Support
  4. Order management from input to completion including sales, material and replacement orders.
  5. Primary point of contact for all order intake activities including but not limited to web based orders, phone orders, or fax.
  6. Reviews accuracy and arranges any follow up with Customer and or Field personnel to ensure timely processing of orders.
  7. Works with Sales and Accounting to assist resolution to customer billing inquiries and disputes.
  8. Accurately manages all aspects of order process including entering of orders, releasing orders to manufacturing, monitoring shipment status, and troubleshooting any issues.
  9. Communicating order confirmation, ship date, and tracking information to customers.
  10. Working closely with manufacturing, logistics and operations teams to ensure timely delivery of all orders.
  11. Providing reporting to external and internal customers on orders, shipments, backlog and returns.
  12. Oversees reporting and tracking of Consignment and Trunk stock inventories and Supplies
  13. Working with Accounting and Sales team to perform cycle and or physical counts of Consignment & Trunk stock inventories
  14. Support activities to recover return product and close open product remake orders
  15. Ability to work in a dynamic environment with changing priorities and critical deadlines.
  16. Coordinating with the Finance and Accounting teams on all credit, payment, billing and return issues
  17. Collaborating with the Sales Operations and Material planning teams to plan order releases and ensure inventory availability
  18. Keeps Customer Care and/or Field Reps advised of all issues pertaining to their accounts’ setup and orders.
  19. Proactively connect with patients through outbound calling to ensure they are happy with product and passes any unresolved issues the appropriate team or individual for fastest resolution possible.

Volt is an equal opportunity employer ZIP2019P

Apply Now: ksietsema@volt.com