Field Support Operations Representative I

As a Field Support Operations Representative, you will be a key part of a global team dedicated to advancing treatments for stroke and vascular diseases. Your role involves providing essential front-line support to Sales Representatives and acting as an in-house resource for the entire sales operation. You will be responsible for reviewing, analyzing, and processing complex orders, coordinating product shipments, resolving inventory discrepancies, and managing Returned Material Authorizations (RMAs). This position requires collaboration with various internal and external departments to ensure compliance, resolve issues, and maintain strong customer and sales relationships.

Must Have

• Associate degree with 2+ years of administrative experience in a corporate environment
• Availability to work 7am to 4pm Pacific, Monday through Friday
• Ability to independently and proficiently process basic foundational tasks in ERP within 60 days
• Competence with Microsoft Office (Outlook, Word, and Excel)
• Review, analyze, and process complex orders
• Coordinate and process orders for shipment and billing
• Identify inventory and order-related discrepancies and resolve minor errors
• Generate and process Returned Material Authorizations (RMAs)
• Respond to general requests related to order fulfillment and product inquiry
• Work directly with internal and external departments to resolve issues
• File customer complaints in accordance with procedures
• Comply with regulations, QMS standards, and SOX
• Maintain excellent customer and sales relations

Good to Have

• SAP experience
• Salesforce experience
• Microsoft Dynamics experience

Perks & Benefits

• Collaborative teamwork environment
• Opportunity to revolutionize treatment of devastating diseases
• Generous benefits package for eligible employees
• Medical, dental, vision, life, AD&D, short and long-term disability insurance
• 401(k) with employer match
• Employee stock purchase plan
• Paid parental leave
• Eleven paid company holidays per year
• Minimum of fifteen days of accrued vacation per year (increases with tenure)
• Paid sick time

As a Field Support Operations Rep, you will be part of a global team that is changing the treatment of stroke and other vascular diseases with innovative products and new technologies. You will provide front-line support for Sales Representatives and serve as an in-house resource for the entirety of our sales operation. You will have the opportunity to work on a variety of projects with colleagues at all levels, in an atmosphere of teamwork and open communication.

We are looking for candidates who have availability to work the hours of 7am to 4pm Pacific, Monday through Friday.

What You’ll Work On

• Review, analyze, and process complex orders as they pertain to, but not limited to, Travel Stock Usage, Discounts, Bulk Buy, Special Offers, etc.
• Contract/Letter review as they pertain to special offer orders or volume discounts
• Coordinate with multiple departments for appropriate review and/or approval
• Coordinate and process orders for shipment and billing of product used, supporting our Travel Stock Program
• Ensure compliance with company policies and procedures
• Review and resolve a variety of transactions as they pertain to different process areas
• Document usage and billing activities in accordance with company requirements
• Identify inventory and order-related discrepancies, initiate investigation and effectively resolve minor errors or escalate as necessary
• Serve as primary back-up to Order Processing
• Generate and process Returned Material Authorizations (RMAs) via RMA/Complaint Reporting and ERP systems with a primary focus on Complaint RMAs
• Respond to general requests related to order fulfillment and product inquiry, providing product description/overview or assistance in product selection as required
• Work directly with internal and external departments to build productive working relationships to effectively resolve issues including those related to discrepancies in orders, inventory, returns and billing
• File customer complaints in accordance with complaint handling procedures
• Comply with regulations, QMS standards and procedures, and SOX
• Log metrics data for quality purposes
• Maintain excellent customer and sales relations
• Support various time zones as assigned
• Work company holidays as business needs necessitate
• Adhere to the Company’s Quality Management System (QMS) as well as domestic and global quality system regulations, standards, and procedures.
• Understand relevant security, privacy and compliance principles and adhere to the regulations, standards, and procedures that are applicable to the Company.
• Ensure other members of the department follow the QMS, regulations, standards, and procedures.
• Perform other work-related duties as assigned.

What You Contribute

• Associate degree with 2+ years of administrative experience in a corporate environment, preferably in a medical device, pharmaceutical or comparable regulated environment, or equivalent combination of education and experience
• Strong oral, written, and interpersonal communication skills required
• All members of the Customer and Field Support Operations team will be provided with standard on-the-job training. You must be able to independently and proficiently process the basic foundational tasks in our ERP's production environment and meet the accuracy and productivity objectives established by business needs within 60 days of starting the role.
• Competence with Microsoft Office (Outlook, Word, and Excel)
• SAP, Salesforce, and Microsoft Dynamics experience desirable
• Keen attention to detail and the ability to manage multiple tasks and deadlines are also required

Working Conditions

General environment. Business travel from 0% - 10%. Potential exposure to blood-borne pathogens. Requires some lifting and moving of up to 25 pounds. The employee is frequently required to stand, walk, sit, and reach with hands and arms, and to use a computer, sitting for extended periods. Specific vision abilities required by this job include the ability to read, close vision, distance vision, color vision, peripheral vision, and depth perception

What We Offer

• A collaborative teamwork environment where learning is constant, and performance is rewarded.
• The opportunity to be part of the team that is revolutionizing the treatment of some of the world's most devastating diseases.
• A generous benefits package for eligible employees that includes medical, dental, vision, life, AD&D, short and long-term disability insurance, 401(k) with employer match, an employee stock purchase plan, paid parental leave, eleven paid company holidays per year, a minimum of fifteen days of accrued vacation per year, which increases with tenure, and paid sick time in compliance with applicable law(s).

Penumbra, Inc., headquartered in Alameda, California, is a global healthcare company focused on innovative therapies. Penumbra designs, develops, manufactures, and markets novel products and has a broad portfolio that addresses challenging medical conditions in markets with significant unmet need. Penumbra sells its products to hospitals and healthcare providers primarily through its direct sales organization in the United States, most of Europe, Canada, and Australia, and through distributors in select international markets. The Penumbra logo is a trademark of Penumbra, Inc.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local laws.

If you reside in the State of California, please also refer to Penumbra's Privacy Notice for California Residents.

For additional information on Penumbra’s commitment to being an equal opportunity employer, please see Penumbra's AAP Policy Statement.