Customer Support Specialist 1

Overview

This is an excellent opportunity to join a fast growing, well established medical device industry leader as a bilingual Customer Support Specialist in our Contracts department.  This position serves as support for contracts, manages the identification, coordination, submission and tracking of RFP's and Tenders for North America, works with external contracting entities and internal divisions to effectively and efficiently respond to contracting opportunities, collaborates internally with division stakeholders, and coordinates necessary internal resources to respond timely.

This position replaces an existing vacancy.  Salary range is $45,000 - $60,000 annually.  This is a hybrid position, the expectation is to be in the office 1 to 3 days on average.

Responsibilities

• Manage incoming calls, emails, and chats from both internal and external customers.• Assist customers with order placement, back-orders, purchase order inquiries, and other general inquiries.• Communicate professionally via email, phone, and chat with peers and leadership.• Answer product-related questions and triage appropriately.• Perform duties in compliance with local quality procedures and work instructions, proactively identifying areas for improvement and communicating recommendations to leadership.• Receive and apply feedback positively, escalating concerns that might impact business operations.• Perform work within the local Order Management System and support changes as needed.• Meet or exceed expectations set by leadership.• Log customer complaints and feedback into the appropriate system.• Analyze data within the system for troubleshooting or updating standard KPIs.• Collaborate cross-functionally with Sales Divisions or other Operational Units.• Actively participate in department meetings and provide new ideas to leadership.• Identify and communicate discrepancies in policies or work instructions.• Submit nonconformance issues and work effectively with others throughout the global organization.• Maintain awareness of and actively participate in Continuous Improvement (CI) initiatives by providing feedback and supporting implementation as needed.

The above description in no way states or implies that these are the only duties to be performed.  This position is expected to follow other job-related instructions and duties.

Qualifications

• High School Diploma, equivalency, or local equivalent where applicable.• 1+ years of related experience

• Bilingual French & English

• Proficiency in Microsoft Office software (Word, Excel, Powerpoint, Outlook)

• Works under general office environmental conditions.• Sitting for extended periods.• Utilizes close visual acuity for working with computers and equipment.

Cook Medical is a privately held, Indiana-headquartered company with a global reach.  Our roots are in minimally-invasive medical devices, and we are always expanding into new areas of treatment - cellular therapies, biologics, regenerative therapies, and more.  We have developed businesses that support the communities where we live and work, such as hospitality, transportation, and real estate.

Our work environment focuses on bringing people together, fostering relationships that promote respect, inclusion, diversity, and equality in all of our interactions.  These collaborative working relationships foster innovation and make Cook, our employees, and our communities stronger. 

Cook is committed to providing accommodations for people with disabilities.  If you require accommodation, we will work with you to meet your needs.