Customer Service Rep.

Exactech, Inc.
Job Description

Job Details

Description

Duties and Responsibilities (Key Deliverables):

1. Partner with independent agencies located within a predetermined geographical area focusing on the intersection between ongoing operations, account/support issues while concentrating on the timely closure of any size of service request.
2. Optimize fill rate for assigned accounts.
a) Receive, evaluate, verify and process consignment, direct sales, and loaner orders.
b) Validate all orders for accuracy and highlight potential inconsistencies in accordance with departmental policies, procedures and other regulations
3. Advocate on behalf of your customers across Exactech leveraging management as appropriate to highlight and resolve issues.
4. Identify and highlight pricing discrepancies working with the Pricing Administrator and your customers to resolve.   
5. Investigate invoice discrepancies and approve adjustments before the Accounting department executes credits/rebills in accordance with departmental policies, procedures and other regulations.
6. Refer complaints of product failure and facilitate efficient recovery of this product to the Regulatory Department for investigation as necessary.
7. Provide superior customer service to all internal and external customers.
8. Know and apply the Quality System and any appropriate Federal and International standards. 
9. Assist and support other employees, teams, and sales personnel as necessary

Job Requirements:

Education: Associate's Degree from an accredited institution required; Bachelor's Degree preferred.

Experience:
• Experience in customer service experience or related field preferred.
• Experience in the health care industry preferred.

Functional/Technical Knowledge, Skills and Abilities Required:
• Excellent organization, interpersonal and communication skills.
• Attention to detail and accuracy.
• Ability to handle several projects simultaneously. 
• Advanced computer skills with an emphasis in word and excel.
• Ability to exercise independent judgment and creatively develop/execute tasks under minimal supervision.
• Demonstrated ability to learn new tools and systems.

Competencies:  To be completed by Human Resources.                                                              

Core:

Customer Focus Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.

Communication Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Adaptability Maintaining effectiveness when experiencing changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Managing Work 

(includes Time Management) Effectively managing one's time and resources to ensure that work is completed efficiently. 

Work Standards Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Contributing to Team Success Actively participating as a member of a team to move the team toward the completion of goals.

Functional:

Quality Orientation Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

Physical Requirements:

Type ONE ‘X’ for each Activity to indicate the appropriate Physical Requirements:

ACTIVITIES ESSENTIAL FUNCTIONS ESSENTIAL FUNCTIONS ESSENTIAL FUNCTIONS

Mobility x
 Frequent sitting
 Limited standing, walking, climbing, crouching, bending, pushing, or pulling
 Occasional sitting
 Occasional standing, walking, climbing, crouching, bending, pushing, or pulling
 Limited sitting
 Frequent standing, walking, climbing, crouching, bending, pushing, or pulling

Travel x
 Limited travel or overnight
 Occasional travel or  overnight
 Frequent travel or overnight; including international

Visual/Hearing x
 Normal or corrected vision and hearing
 Normal or corrected vision and hearing
 Not colorblind
 Normal or corrected vision and hearing
 Not colorblind
 Can distinguish varying or specific colors, patterns or materials

Language
 Understand, speak, read and write basic English x
 Understand, speak, read, and write fluent English
 Understand, speak, read and write fluent English
 Understand, speak, read and write fluently in a foreign language

Physical Activity x
 Lift approximately 0-25 lbs.
 Use of fine motor hand functions  Lift approximately 25-50 lbs.
 Use of fine motor hand functions  Lift approximately 50+ lbs.
 Use of fine motor hand functions

Environment x
 Typically indoors

 Typically in a consistent temperature  Occasionally outdoors

 Occasionally exposed to varying degrees of hot and cold environments  Frequently outdoors

 Frequently exposed to varying temperatures from below 32 degrees to above 80 degrees

Operating Room Entry x
 Typically in office environment without a need to enter the OR
 Infrequent entry to the OR. No credentialing required.
 Frequent entry to the OR.
Must be able to clear all credentialing and vaccination requirements

Valid Driver’s License
 Required for position
 Helpful but not required x
 Not required

Environmental Considerations:

Type ONE ‘X’ for each Activity to indicate the appropriate Environmental Considerations:

ACTIVITIES ESSENTIAL FUNCTIONS ESSENTIAL FUNCTIONS ESSENTIAL FUNCTIONS

Safety x
 Typically not in a manufacturing environment, no special safety considerations
 Typical manufacturing environment
 Safety glasses required
Typical manufacturing environment
 Safety glasses required Steel Toed shoes required

Blood borne Pathogens x
 No risk of exposure
 Limited risk of exposure to blood borne pathogens
 Likely exposure to blood borne pathogens

Chemical x
 No risk of exposure
 Limited risk of exposure to hazardous chemicals
 Exposure to hazardous chemicals

Qualifications
Education

Required

High School or better.

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Contact Information