Customer Service Representative 3

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.
As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.
Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.
Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.
Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Position Description

Are you inspired by innovation, talent and technology? Do you thrive in a customer centric environment? If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the most innovative medical device companies in the world. We are the company behind the da Vinci® Surgical System. This elegant, robotic tour de force enables skilled surgeons to provide a precise, minimally invasive alternative to open (large incision) surgery. Our surgical systems have literally touched the lives of more than three million people worldwide. By employing some of the finest robotics, engineering and medical minds in the world, we’re building something very real, with real value to human life. We’re on our fourth generation da Vinci Surgical System. And we’re just getting started.

As part of the Customer Care Team, you will provide front line support to our customer’s concerns in a fast paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting scalable support solutions which align with our company and business goals. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a dedicated desire to learn. You also have experience with customer service, sales, marketing, and supply chain.

Job Duties and Responsibilities:

• Successfully resolve routine problems and inquires with poise, professionalism, and a genuine desire to promote customer advocacy.
• Continuously provide accurate information with a goal of exceeding customer expectations.
• Professionally handle inquires through phone, email, and chat while developing effective working relationships with various medical professionals, including high profile surgeons, hospital administration, and field sales representatives.
• Strive to be an expert! Learn and maintain an effective understanding of ISI products, processes, policies and resources.
• Accurately process daily order and product returns using multiple business systems
• Understand and execute on FDA and internal requirements as it relates the complaint reporting process.
• Maintain timely status of training records at all times
• Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process
• Prepare and execute on various reports such as the daily backlog and billing reports
• Coordinate with various internal groups on customer issues.
• Possess a good understanding of customer and internal escalations
• Gain autonomy and advanced knowledge of workflow
• Partner with Sales to organize new customer introduction calls, guide the onboarding process, train customers on inventory planning and web portal usage
• Actively identify areas for process improvement and optimization that will drive department efficiency and create value for our customers
• Provide support for outside projects/meetings
• First point of contact for level I,II escalations
• Draft and dVKB articles
• Achieve Subject Matter Expert (SME) Status for all applications and business systems
• Attain proficiency in the capital sales order process
• Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
• Maintain an appropriate level of confidentiality with regard to customer and company data
• Foster and contribute towards a positive and collaborative culture.

Skill/Job Requirements

• Minimum High school diploma or equivalent and minimum of four years’ experience in a fast-paced customer service, call center, or order management role within a high technology manufacturing environment.
• CRM and ERP experience.
• Superior written and verbal communication skills.
• Calm under pressure, can excel and thrive in a high-volume, continuously changing, fast-paced environment.
• Knowledge and understanding of phone, email, chat, and social media platforms utilized in contact centers.
• Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision.
• Service-minded team player with a positive attitude and solid work ethic.
• Exceptional attention to detail and understanding of revenue recognition requirements.
• Intermediate to advanced knowledge of Microsoft programs like Outlook, Word, and Excel.
• Willingness to work various shifts and days, including weekends and holidays, as the business needs.
• Ability to work in a regulated environment in compliance to ISO 13485 and 21 CFR 820.
• Ability to run reports in SAP or SFDC and create pivot tables and charts.

Preferred Knowledge/Skills, Education, and Experience

• Associates degree in business administration or related field.
• Experience within the life science industry.
• History of quote or order management in SAP or SFDC.
• Understanding of customer success programs and metrics

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target salary ranges are listed.

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Employment Opportunity / Affirmative Action Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

EEO and AA Policy

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target salary ranges are listed.