Medical Device Customer Service Representative

Moog Medical Devices Group is looking for a Medical Device Customer Service Representative to support our team in Salt Lake City, Utah. Our customer service representatives support all customer needs by responding to inquiries, processing return authorizations, basic troubleshooting, and acting on behalf of the customers as their advocate with all internal departments to resolve concerns and requests in a timely and compassionate manner.

Moog Medical Devices Group designs, manufactures, and distributes industry-leading enteral feeding and infusion pumps. Through investment in research & development and relying on our vast expertise, we design and develop advanced infusion systems that improve medication safety, optimize application performance and reduce medical expenses.

https://www.moogmedical.com/

·         Shift available from 7:30am - 4:00pm Mountain Time Monday-Friday (you will work 8 hours per day)

·         Training hours are 7:30am-4pm Monday-Friday.

·         Training attendance is mandatory.

To be considered for the Customer Service Representative, here's what you'll need to bring with you: 

·         GED or High School Diploma or equivalency required.

·         Three years or more related experience and/or training in customer service, call center, or similar role; or equivalent combination of education and experience.

·         Ability to enter detailed information with a high degree of accuracy.

·         Demonstrated ability to work in a compassionate manner with external and internal customers.

·         Work independently and as part of a cross functional team.

·         Computer literate with demonstrated competencies with Microsoft applications.

·         Excellent & professional verbal and written skills in English.

·         Strong phone etiquette and active listening skills.

·         Be able to meet attendance requirements.

·         Ability to carry out instructions furnished in written and oral forms.

·         Work remotely without need for direct supervision or technical assistance.

·         This position requires compliance with United States Export Controlled information training and awareness.

As a Customer Service Representative, you will:

Order Entry into ERP System

·         Process customer orders via phone, fax and email

·         Generate and transmit order confirmations via fax and email.

·         Manage customer expectations with regards to order delivery time.

·         Send out notification emails to field reps when appropriate.

·         Initiate pricing dispute process.

·         Process product replacement orders.

·         Process customer requests for new product returns.

RMA Processing

·         Process customer requests for product repair, utilizing two RMA systems.

·         Send out shipping labels and coordinate the return of items in a timely manner.

·         Contact the customer for approval of repair charges.

·         Report urgent complaints utilizing exception process.

·         Address customer inquiries on status of pump repairs.

·         Provide reporting of repair history upon customer request.

·         Process the receipt of unidentified product returns.

·         Enter repair approvals and denials into database.

·         Compile summary repair data and associated costs.

·         Filter and transfer all clinical support calls to Clinical Help Desk.

·         Log all customer complaints into Complaint Handling System.

Researching Customer Issues

·         Provide shipment tracking information for orders.

·         Investigate customer invoice disputes; Submit credit requests when necessary.

·         Provide customer warranty information and serial number tracking.

·         Provide trouble-shooting assistance for product related use and issues.

·         Process all web-site inquiries.

·         Provide customer follow up via phone, fax or email as directed by manager.

Miscellaneous

·         Escalate customer requests as needed to Sales Team members for further investigation and resolution.

·         Complete required training in a timely manner.

·         Assist other customer support staff with their duties as requested.

·         Assist with other projects as requested by a member of management.

·         Manage multiple tasks in a fast paced work environment.

·         Organize work effectively to meet defined objectives.

·         Work independently and as part of a cross functional team.

·         Meet attendance requirements on a consistent basis.

·         Able to succeed in highly regulated compliance oriented environment while still providing service excellence.

Our Benefits from day 1 - How We Care for You:

·         Financial Rewards: competitive compensation package, annual profit sharing, matching 401k, and the ability to participate in Employee Stock Purchase Plan, Flexible Spending and Health Savings Accounts.

·         Work/Life Balance: Flexible paid time off, holidays and parental leave program, relocation assistance.

·         Health & Welfare: Comprehensive insurance coverage including medical, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages.

·         Professional Skills Development: Tuition Assistance, mentorship and coaching opportunities, leadership development and other personal growth programs.

·         Diverse and Inclusive Workplace: Employee Resource Groups, cultural events, and celebrations.

Salary Range: 

Pay range for this opportunity is $20.19-$22.11 per hour.

The base salary range represents the low and high end of the Moog salary range for this position in the given work location. Actual salaries will vary depending on factors including location, experience, and performance. The range(s) listed is just one component of Moog's total compensation package for employees. Other rewards may include annual bonuses, employee stock purchase plan, an open paid time off policy, competitive 401K plan with enhanced matching program, and many region-specific benefits. 

*Moog’s U.S. policy for internal job opportunities is that the employee must have completed at least 12 months in their current role to be eligible. If you do not meet this requirement, you will not be considered for this opportunity.

EOE/AA Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran