Customer Service Representative

Position Title: Customer Service Representative                                                   FLSA Status: Non-Exempt  Department: Operations                                                                                           Location: Franklin, TN

Supervisor: Manager, Sales Operations                                                                                                                       

Medacta® is a Swiss-based orthopedic company founded in 1999, renowned for its innovative products and surgical techniques. Notably, they pioneered the Anterior Minimally Invasive Surgery (AMIS®) technique for hip replacements, MyKA Kinematic Alignment Platform for knee replacement, and NextAR Augmented Reality Surgical Platform for use in shoulder, spine, and knee procedures. Leveraging their extensive orthopedic expertise, Medacta introduced MySolutions technology, which provides surgeons with highly personalized pre-operative planning and implant placement methodologies. Utilizing advanced personalized kinematic models and 3D planning tools, MySolutions enhances surgical precision in hip, knee, shoulder, and spine procedures. Medacta's blend of orthopedic expertise and cutting-edge technology drives continual advancements in the field, enhancing patient care worldwide.

Responsible for supporting the company's sales goals through excellent customer service, maintaining quality relations with existing accounts, and providing sales coverage by performing the following duties.

Educational Requirements:

High School Degree required, bachelor’s degree (BS/BA) preferred.

Experience Requirements:

A minimum of 5 years solid hands-on experience in a customer service role. Working with field sales and sales management with a medical technology company or manufacturing/distribution environment is a plus.

Required Skills and Abilities:

• Proactive self-starter. Must have excellent oral and written, communication and administrative skills. Ability to work effectively with a diverse work group. Ability to plan, organize and execute multiple projects simultaneously despite competing priorities.  
• Strong computer skills and savvy including Microsoft Office skills with emphasis on Excel and Teams.
• Physical Requirements:
  • Sitting: Extended periods at a desk or workstation.
  • Standing and Walking: Occasional movement within the office.
  • Lifting and Carrying: Light to moderate lifting of office materials up to 30 lbs.

Additional tasks may require reaching, manual dexterity, and visual acuity.

External: FedEx, Couriers, Hospitals/Customers.

Internal: Sales Personnel, Marketing, Product Development, Finance, Administration, Customer Service, Operations, Loaners, Medical Education, Clinical Research, Human Resources, Compliance, Quality, Regulatory and Medacta International Personnel worldwide.

Travel requirements: Domestic company meetings, quarterly review meetings, lab/learning center activities. Other duties may be assigned at Medacta USA’s discretion.

Extent of Confidential Information:Highly confidential information regarding matters including medical records, private health information, company revenues, budgets, pricing, sales and marketing strategies, customers, customer preferences, company revenues, business plans and associated strategy and tactics.

• Process replenishment tickets daily: receive orders from sales representatives via myOps, provide transfers to shipping department, and invoice all tickets.
• Process Direct Sales Orders
• Analyze customer issues / problems and provide users with written and verbal instructions for best practices and problem resolution.
• Contact sales representatives when information is needed to process tickets and provide information to sales reps as they call regarding tickets sent in.
• Process customer requests for surgeries in a timely manner. Inform sales representatives of backorders and process transfers for any backordered items needed for surgery.
• Ability to prioritize and multi-task & meet deadlines in a fast-paced environment.
• Develop and maintain strong relationships with sales representatives as well as other departments.
• Report Open Tickets weekly.
• Work with FedEx and Courier companies to ship and/or track packages as needed.
• Performs other related duties as assigned.