Customer Service Representative & QA Specialist
Job Summary
Job Description
As a Customer Service Representative & QA Specialist, 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. Your primary responsibilities will be to provide frontline support for customer inquiries, serve as the in-house resource for sales operations, and provide support for quality functions such as Return Material Authorizations (RMAs), complaint returns, among other quality activities. You will utilize the ERP to enter orders, respond to customer inquiries, support quality functions, provide day-to-day support to the sales team and customers, manage Travel Stock program, and process Returned Material Authorizations (RMAs). You will also file customer complaints, interface with the sales department, and maintain excellent customer relations. The role involves inventory maintenance, management of RMAs in AssurX, and adherence to the Company’s Quality Management System (QMS).
Must have:
- Bachelor's degree in related field with 2+ years of experience
- Prior SAP knowledge/experience is essential
- Knowledge of Quality System Requirements (QSR), ISO, and MDSAP
- Strong oral, written and interpersonal communication skills
- High degree of accuracy and attention to detail
- Proficiency with MS Word, Excel, and PowerPoint
- Excellent organizational skills with the ability to prioritize assignments
- Exhibit exceptional independence and reliability
- Driver's license and transportation required
Good to have:
- Medical device, pharmaceutical, biotech, or other regulated industry experience desired
4 skills required
Job Details
As a Customer Service Representative & QA Specialist, 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. Your primary responsibilities will be to provide frontline support for customer inquiries, serve as the in-house resource for sales operations, and provide support for quality functions such as Return Material Authorizations (RMAs), complaint returns, among other quality activities.
What You’ll Work On
• Utilize the ERP to enter orders, confirm inventory availability, and send customer order confirmations
• Respond to customer inquiries by taking and processing domestic and international customer’s email and fax orders
• Support of Quality functions such as RMA inspection, receiving inspection, and dispositions.
• Provide day-to-day support to the sales team and customers
• Manage Travel Stock program, ensuring compliance with Quality System
• Manage Consignment requests and execution, ensuring compliance with all relevant legal and quality requirements
• Process Returned Material Authorizations (RMAs)
• File customer complaints
• Interface with the sales department
• Maintain excellent customer relations
• Inventory maintenance (including but not limited to cycle counts, receipt of incoming product, and transactions associated with dispositions)
• Management of RMAs in AssurX to ensure accuracy and timeliness.
• Adhere to the Company’s Quality Management System (QMS) as well as domestic and global quality system regulations, standards, and procedures.
• Check quality records associated with the quality system(s) to assure accuracy and conformance with the approved format and standards.
• Maintain control and ready access of quality and archived record files.
• Periodically audit quality records to assure continuing compliance and that the appropriate procedures have been followed.
• Adequate and up-to-date Metrics reporting of all issues. Communicate any issues that impact QMS to upper management, presenting solutions as appropriate.
What You Contribute
• A Bachelor's degree in business administration, biomedical, life or physical sciences, or related field with 2+ years of experience, or equivalent combination of education and experience
• Prior SAP knowledge/experience is essential and/or highly experienced in alternate ERP systems
• Knowledge of Quality System Requirements (QSR), International Standards Organization (ISO), MDSAP and other applicable regulations and laws
• Medical device, pharmaceutical, biotech, or other regulated industry experience desired
• Strong oral, written and interpersonal communication skills
• High degree of accuracy and attention to detail
• Proficiency with MS Word, Excel, and PowerPoint
• Excellent organizational skills with the ability to prioritize assignments while handling various projects simultaneously.
• Exhibit exceptional independence and reliability, consistently delivering high-quality work with minimal supervision.
• Driver's license and transportation required to be able to move between Penumbra shared office and 3PL site.
Working Conditions
General office environment. Business travel to 3PL from 50%-75%. Potential exposure to blood-borne pathogens. Requires some lifting and moving of up to 25 lbs. Must be able to move between buildings and floors. Must be able to remain stationary and use a computer or other standard office equipment, such as a printer or copy machine, for an extensive period of time each day. Must be able to read, prepare emails, and produce documents and spreadsheets. Must be able to move within the office and access file cabinets or supplies, as needed. Must be able to communicate and exchange accurate information with employees at all levels on a daily basis.
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