Job Description
POSITION SUMMARY
The Sample Service Center Coordinator III is a senior member of our team. The main responsibility of this position is to interact with internal customers for problem resolution, oversee reporting results and act on inaccuracies, assist in LMS updates, work instructions and procedure documentation. This person would also assist in new hire training, as well as training the staff on any changes to current procedure. This position must maintain smooth and timely processing of orders, requests, and shipment of our samples to the field. This position functions with little supervision on a day-to-day basis. The Coordinator III must stay up to date on the department s policies and procedures, compliance documentation, and government regulations. The goal is to ensure an optimal customer service experience for internal and external customers.
MINIMUM KNOWLEDGE, EDUCATION AND SKILL REQUIREMENTS
-
Position requires a sharp, high-energy, detailed-oriented individual who possesses excellent interpersonal skills, telephone etiquette, verbal communication, and leadership skills.
-
Candidates must also possess excellent solid business writing skills, as well as problem solving skills and the ability to calculate figures and amounts (such as percentages) when processing orders, pricing, and billing.
-
Knowledge of medical terminology is necessary, as this individual oversees all troubleshooting escalations from internal and external customers. In order to assist effectively, strong product and medical terms and descriptions are needed.
ESSENTIAL FUNCTIONS
PHYSICAL FUNCTIONS
MENTAL REQUIREMENTS
-
The position requires excellent organizational skills to maintain prioritization of responsibilities and workload.
-
Requires the ability to multi-task as orders and calls may need to be taken simultaneously.
-
Decisions must be consistently made concerning the disposition of product. This includes resolving issues concerning compliance implications, overdue sample product, lost inventory and damaged inventory. These decisions should reflect the best interests of the customer, KSEA, our account executives, and future business.
DUTIES AND RESPONSIBILITIES
-
Contact account executives in reference to sample product availability for shipments and returns of sample product.
-
Occasionally will lead our team s weekly huddle to coordinate continuous improvement ideas and ensure these ideas are working towards completion.
-
Creating sample orders based off the needs of the account executive. This may include requests for single use product, repairs and maintenance, complaints, sample use, and demo use product.
-
Must be able to work independently, but also within groups from our department, other departments, as well as other KS branches.
COMPLIANCE DUTIES AND REQUIREMENTS
INTERPERSONAL AND COMMUNICATION SKILLS
-
Incumbent must pay attention to details in order to provide accurate information and available options to account executives.
-
This role is intended to be a resource in the department for other coordinators. Confidence in the departments proper guidelines is crucial in the day to day.
OTHER FUNCTIONS