Customer Service and Loaner Coordinator

Globus Medical · Brunssum

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At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. 

Position Summary:

The Customer Service Associate/Loaner Coordinator works in a fast-paced, team-oriented environment that works closely with other internal and external departments in support of Field Sales, operations and finance.

The primary responsibility of this position is to manage the customer product transactions in an accurate and efficient manner while maintaining a high level of communication with Field Sales. You will be working in the customer care environment to serve the demand of the OUS field regarding Loaner program-related requirements and must be detail oriented with a strong work ethic focused on providing a positive customer experience. This position is primarily responsible for accurate product order entry within the company’s guidelines and Globus Medical Quality policy.

Hours for this position are 8:30 AM to 5:00 PM / 10:30AM to 7:00PM (late shift) and are subject to change by management.

Essential Functions:

• Create and maintain customer accounts via phone support and data order entry of all phone, fax and email orders.

• Stream line tasks to improve efficiency and accuracy.

• Serve as the primary contact for Field Sales, distributors, and hospitals with 100% accuracy and satisfaction in a timely manner and in accordance with company guidelines

• Follow up with the field for missing / outstanding Purchase orders to reconcile the usage of the Loaner set to keep the reconciliation dashboard clean.

• Ensure loaner requests are fulfilled and shipped daily.

• Oversee the following processes to ensure company goals are achieved:

  • Loaner Set processing

  • Returned loaner sets

  • Loaner set extensions (with/without replenishments)

  • Inter Hospital/ Inner Country Transfers

  • Loaner Reconciliation

• Coordinate movement of inventory in the field when requested and approved.

• Provide reports of Field Sales and distributor consignment inventory as requested.

• Initiate RMA’s and product complaints in a timely manner.

• This individual will also be crossed trained to perform the Sales Support tasks, if necessary.

• Follow all procedures outlined in Globus Medical’s Quality Policy and Employee Handbook to ensure total conformity with the ISO and other government agencies.

• Assist Shipping Dept. as needed, possibly daily.

• Required to work some evenings and weekends, as requested.

• Other various tasks as they develop, and other special projects and duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications:

• Experience in medical device industry or similar background preferred.

• High level communication skills. Proficient computer skills (Microsoft Office).

• Full competency in local language (NL) and proficiency in English and German required.

•  Should possess excellent interpersonal skills and be a team player.

• Mature and trustworthy person capable of working independently.

• Problem solver.

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.

• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.

• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.

• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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