Customer Support Executive

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of the Position

• Responsible for handling E2E order to Cash (OTC) Process for Intuitive and ensuring high level of Customer Satisfaction. The Customer Service Representative will act as a Focal Point for all Customer connect and order processing activities in coordination with Sales and other functional stakeholders.
• Act as the first point of contact for support cases. expected to provide comprehensive level 1 Technical/ Customer/ Accounts support for the efficient resolution of application-related issues and requests. Support Specialist must provide an excellent customer-service experience and resolve support tickets in a timely manner.
• Work closely with other teams such as Sales, Finance, or any team that may be relevant to perform their job.
• Efficiently and accurately, handle customers’ enquiries such as purchase orders, quotations, part requests, and complaints for lost or damaged goods, product returns or exchanges.
• Professionally answer incoming calls and emails, understand the internal and external customers’ needs and their environment to improve satisfaction.
• Master processes and make recommendations to improve overall team efficiency.

Essential Job Duties 

•  Acts as primary customer interface for all external customers Channel Partners to ensure customer queries are responded on time orders are executed without any issue.
• Managing the entire order to Cash cycle and order fulfillment for assigned accounts.
• Liaising with internal stakeholders within business, cross functional team like Supply Chain, Credit, Finance, Logistics, Tax 3PL s etc.
• Responsible for E2E order execution in SAP which includes all the order processing steps from order entry to invoice creation.
• Actively monitors open orders and pro-active communication with supply chain to ensure that deliveries arrive at the customer on time, as committed.
• Processes customer complaints and returns according to Complaint Management process and return policies. Able to identify need for extra information to enable a thorough complaint analysis.
• To ensure effective implementation monitoring of discount management program, project discount or any other discount management program prudent issuance of credit note.
• Responsible for new customer on-boarding process customer master update as and when there is change request.
• Review actual sales versus forecast/allocation and Interact with the sales/customer to get better understanding of variations to ensure order fulfillment in accordance with sales plan.
• Responsible for filing all the documents pertaining to order to cash process as per internal control guidelines (SOX)
• Attend to support cases via phone, email, or online web tools.
• Collect information from users to understand and resolve problems remotely.
• Analyze and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary.
• Advise customers on the appropriate action.
• Utilize available resources and aids in coming up with solutions for problems.
• Accurately log relevant details of all interactions with customers
• Follow up pending actions from customers and other resources in the organization and track each call to resolution.
• Strictly follow support procedures while abiding with privacy guidelines in handling customer information
• Maintain the database for Query and Diagnostics Knowledge base.
• Customer Training Support – Book Slots and Responsible for E2E coordination including Creation of Training Event, Surgeon Payment, Coordination etc.
• Customer Master Data Management.
• Customer Price List, Approved Product List, Discount Matrix maintenance.
• Stay abreast on company products and services.
• Use best and appropriate practices and ensure continuous process improvement.
• Take regular part in projects as assigned and general administrative functions.
• Support system and 3rd party items orders processing, deliveries and installations as required

Qualifications

Required Skills and Experience 

• Strong communication skills, both verbal and written. Fluent in English.
• Familiarity with an integrated ERP, preferably SAP and SFDC
• Possess a moderate telephone skill set and communicate in a professional manner.
• Strong knowledge of the MS Office product suite, ERP (SAP)
• Strong analytical skills. Attention to detail and accuracy.
• MIS
• Trouble shooting and problem-solving skills and able to analyse situations in depth with moderate level of complexity.
• Ability to build long-term professional relationships.

Required Education and Training 

• Bachelor’s degree
• 5+ years professional experience in similar position, ideally within a medical device company

Preferred Skills and Experience

• Experience in a US multinational company.

Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.