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Sr Customer Service Representative

Posted on Dec. 20, 2024

Milano, Italy
No Salary information.

Full Time

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At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible.

Job Summary

Interacts with customers and company service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents or trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements and product pricing.

Primary Responsibilities

Ensure all sales orders are processed accurately and in a timely manner
Liaises with sales teams and updates customers on the status of their order when needed
Provides support on product availability and other stakeholder needs
Resolves routine customer complaints around product delivery and shipping problems
Helps to provide solutions where there is a shortage or material constraint
Ensures all customer contact is handled in a timely, professional and satisfactory manner
Reviews product orders and determines appropriate shipping methods that align with company guidelines
Performs other duties as assigned

Required Skills / Capabilities

Excellent analytical and problem solving skills
Able to multitask and work effectively under pressure
Solid computer skills with intermediate proficiency in excel and other MS Office applications
Excellent communication and active listening skills, both written and verbal

Education and Experience

Typically requires a minimum of 1 - 2 years of related experience
High school diploma or equivalent required

Nature and Scope (for reference only)

Completes moderately complex tasks following well-defined procedures; may involve a variety of routine or established work processes
Applies technical and procedural knowledge; formal training or experience is required to perform the job effectively
Selects the appropriate alternatives from defined options
Works independently on routine assignments; receives guidance for new assignments
May provide on-the-job training to new team members
Coordinates information flow between self, team and/or departments; builds internal and external relationships

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.
Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.
Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.
Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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