POSITION SUMMARY

The Sample Service Center Coordinator III is a senior member of our team. The main responsibility of this position is to interact with internal customers for problem resolution, oversee reporting results and act on inaccuracies, assist in LMS updates, work instructions and procedure documentation. This person would also assist in new hire training, as well as training the staff on any changes to current procedure. This position must maintain smooth and timely processing of orders, requests, and shipment of our samples to the field. This position functions with little supervision on a day-to-day basis. The Coordinator III must stay up to date on the department's policies and procedures, compliance documentation, and government regulations. The goal is to ensure an optimal customer service experience for internal and external customers.

MINIMUM KNOWLEDGE, EDUCATION AND SKILL REQUIREMENTS

• A minimum education level of a High School Diploma or GED required.

• Associate or bachelor's degree strongly preferred.

• 3-5 years previous customer service and call center experience, or 3 years previous account management experience required.

• A complete understanding of policies, procedures, and the importance of customer satisfaction are essential to operations.

• Specialists must be motivated and organized to perform duties in a timely manner, adhering to guidelines and established timeframes of the call center.

• Position requires a sharp, high-energy, detailed-oriented individual who possesses excellent interpersonal skills, telephone etiquette, verbal communication, and leadership skills.

• Prior experience using Microsoft Office and SAP Is required. Other Microsoft platforms strongly preferred.

• Candidates must also possess excellent solid business writing skills, as well as problem solving skills and the ability to calculate figures and amounts (such as percentages) when processing orders, pricing, and billing.

• Knowledge of medical terminology is necessary, as this individual oversees all troubleshooting escalations from internal and external customers. In order to assist effectively, strong product and medical terms and descriptions are needed.

ESSENTIAL FUNCTIONS

PHYSICAL FUNCTIONS

• Must be punctual, able to sustain attendance guidelines, and work hours as assigned.

• Position also requires sitting for long periods of time.

• Ability to sit at a computer for most of the workday.

• Ability to use the phone for prolonged periods throughout the day.

• Must be able to work remotely and have an adequate space in the home to work comfortably.

MENTAL REQUIREMENTS

• The position requires excellent organizational skills to maintain prioritization of responsibilities and workload.

• Requires the ability to multi-task as orders and calls may need to be taken simultaneously.

• Coordinator needs to be able to assist in training new hires and adjust their teaching style to different types of learning personalities.

• This specialist should be able to actively anticipate an issue by visualizing the transaction from start to finish and assist in problem solving ideas for resolution.

• A creative personality, who can "think outside the box."

• Decisions must be consistently made concerning the disposition of product. This includes resolving issues concerning compliance implications, overdue sample product, lost inventory and damaged inventory. These decisions should reflect the best interests of the customer, KSEA, our account executives, and future business.

DUTIES AND RESPONSIBILITIES

• Contact account executives in reference to sample product availability for shipments and returns of sample product.

• Occasionally will lead our team's weekly huddle to coordinate continuous improvement ideas and ensure these ideas are working towards completion.

• Capable of understanding and training others to all in-depth scenarios around all assigned transactions of the department

• As this position will handle the highest tier requests from our account executives, this person will need to be able to communicate information in a way that diffuses negative customer interactions.

• Creating sample orders based off the needs of the account executive. This may include requests for single use product, repairs and maintenance, complaints, sample use, and demo use product.

• Conducts situational research for customer problem resolutions. Is also responsible to utilize this information to make informed decisions based off this information.

• Oversight of department reporting on a daily basis is required. Ensuring our day-to-day transactions are compliant with company and department policy.

• Produce reporting data via SAP. Maintain that data within our system and report to superiors based off the results.

• Ensures all problems are resolved and follow-up is completed in a timely manner and according to service level agreements.

• Must be able to work under pressure as daily tasks and responsibilities will be interspersed with coordinator assistance and troubleshooting.

• Ability to learn new tasks quickly and train SSC I and II to said updates.

• Can adapt quickly to constant change (flexible).

• Must be able to work independently, but also within groups from our department, other departments, as well as other KS branches.

• Must be able to work overtime as needed.

• Understand request needs, i.e., when to escalate the need for a purchase of new product. Move forward with that purchase from new stock for samples.

COMPLIANCE DUTIES AND REQUIREMENTS

• Understands our compliance policy and procedures proficiently.

• Expected to provide and be a liaison for the sales force to guide and potentially report based on their findings.

• Ensure requests for sample shipments are compliantly managed, in adherence to all relevant company policies & procedures.

• Ability to adapt to changing regulations and industry trends.

• Identify and escalate requests or shipments that do not comply with company processes.

• Candidates should be process-oriented and be comfortable in a highly regulated industry.

• Generate and manage reports that ensure compliance to company policies. These reports can include:

• Ensure evaluations do not become overdue, any overdue evaluations are billed weekly.

• Ensure all unused sterile product is returned in a timely manner from evaluations.

• Ensure that all sterile product that has been utilized for an evaluation is billed via a scrub PO.

• Ensure missing product from sample sets is returned. If not returned, customer is billed.

INTERPERSONAL AND COMMUNICATION SKILLS

• Incumbent must pay attention to details in order to provide accurate information and available options to account executives.

• This role is intended to be a resource in the department for other coordinators. Confidence in the departments proper guidelines is crucial in the day to day.

OTHER FUNCTIONS

• Run and maintain weekly and monthly reports.

• Provide back up support where needed within the department.

• Rectify customer issues concerning evaluations, demonstrations, repair orders and billing of customers.

• Facilitate the training of all new Sample Specialist

• Coordinates the sample training of new field sales hires. This includes scheduling one on one meeting with the new hire and training them to the following:

• eTracker functionality

• Making requests of demonstration and evaluation product

• How compliance policy and procedure effect samples