Customer Service Representative

SI-BONE is hiring a Customer Service Representative to manage order processing, maintain information in its QAD ERP and CRM systems, and respond to field operations requests. The role coordinates order fulfillment with sales and other departments to ensure deliveries align with surgery schedules.

Responsibilities:

• The Customer Service Representative will be responsible for updating information in QAD ERP and CRM systems. This person will manage all order processing activities and be responsive to all field requests, providing a “one stop shop” for all field operations needs. Ensure that deliveries are made in line with the surgery schedule
• Responsible for performing all duties in compliance with all applicable worldwide regulatory requirements as included in the scope of the SI-BONE Quality Manual
• The employee must at all times act and conduct company business in an honest, ethical and strictly legal manner, complying with the Code of Conduct, other company policies, the AdvaMed Code and all applicable laws and regulations, whether national, regional, state or local. This individual is encouraged, expected, and required to report any suspected violations of laws, regulations, the Code or any other Company policy, and all other suspected unethical behavior. The company does not tolerate retaliation in connection with making good faith reports of suspected violations. Responsible for performing all duties in compliance with all applicable worldwide regulatory requirements as included in the scope of the SI-BONE Quality Manual
• Have strong relationship building skills to be able to integrate into a demanding sales organization
• Ensure that orders are managed consistent with Sales priorities and communicate order status
• Prioritize daily workload to ensure all requests are processed in a timely manner
• Ability to multitask and concentrate amid distractions ensuring daily tasks are completed
• Manage customer database within the QAD ERP and CRM systems
• Assist in other areas of the business as needed
• Support the SI-BONE Quality System
• Evaluates the fulfillment needs of the sales force and operates independently to ensure those needs are met
• Work with multiple departments and sales areas to ensure on time and accurate order fulfillment
• Maintain direct contact with sales team throughout the entire surgery transaction to ensure that fulfillment is met on the front end and that ordered items are appropriately assigned to the next transaction
• Support sales team by developing and maintaining positive customer relations with internal and external clients/customers
• Resolves unexpected scheduling and shipping issues to ensure proper order fulfillment

Requirements:

• Agile: We work in a fast-paced environment and need to be able to learn and adapt to change quickly
• Creative: We embrace creativity, and we need people who are not afraid to challenge the status quo
• Team Players: We roll-up our sleeves and work together as one team to achieve our goals
• Have strong relationship building skills to be able to integrate into a demanding sales organization
• Ability to multitask and concentrate amid distractions ensuring daily tasks are completed
• High School graduate with some college level work completed and minimum of 3 years of experience
• Computer skills: MS Excel, QAD, Salesforce CRM
• Ability to multi-task in a fast-paced environment
• Excellent communication, both orally and in writing
• Excellent personnel management and time management
• Take initiative to meet deadlines and to work with minimal supervision
• The ability to appropriately adjust priorities independently
• Interpret and apply policies and procedures appropriately
• APICS certification a plus
• Medical device industry experience is strongly preferred