Senior Customer Service Representative

Terumo Heart, Inc is dedicated to the innovation, introduction and advancement of products to improve the quality of healthcare for heart failure patients. Our principal focus is the development, clinical evaluation and commercialization of the DuraHeart® Left Ventricular Assist System (LVAS). The system is designed to provide long-term circulatory support and address the shortage of donor hearts for cardiac transplantation. Combining patented magnetic-levitation and centrifugal pump technologies, the DuraHeart LVAS is expected to decrease complications and improve the lives of patients with severe heart failure.Terumo Heart, Inc. is a wholly owned subsidiary of Terumo Corporation with headquarters in Ann Arbor Michigan. The team is led by Chisato Nojiri, M.D., Ph.D., a pioneer in the field of mechanical assist devices. Takes orders by telephone and correspondence from customers and Field Clinical Specialists, quotes prices and delivery dates, and checks stock and expediting information. Enters and maintains database records of customer profiles, prepares and maintains status reports. Acts as liaison between customer and Manufacturing / Planning in expediting orders. Communicates effectively with Field Clinical team regarding order & shipment status and customer issues. Requires some knowledge of company products and customer service activity.1. Maintain and follow proper compliance and quality systems requirements.2. Receives product orders by telephone, mail, or fax. Verifies pricing, enters orders in system3. Ensures accurate and timely flow of product to customers to achieve customer satisfaction.4. Obtains approval from Director RA/QS prior to shipment of all orders.5. Reviews invoices for accuracy & mails invoices in a timely manner.6. Handles customer inquiries and complaints relative to order processing. 7. Trains new associates on procedures and product information.8. Issues debits or credits to accounts for resolution of account discrepancies. Issues Return Goods Authorization for customers when necessary.9. Proactively collects all AR balances which are more than 30 days past due. Prepares monthly report to submit to VP Marketing & Sales and Head of Administration.10. Runs JDE reports as necessary.11. Matches packing slips to Customer Service copy of order. 12. Upon completion of the total order process, files order in customer file and provides Clinical Dept with all documentation necessary to comply with clinical trial requirements. 13. Runs reports that are required by department needs. 14. Maintains customer pricing and account profile.' Customer Pricing Maintenance: Direct pricing maintenance in JDE. Assigns customer price rules and pricing levels and accurately maintains Branch/Plant records. Effectively communicate price requirements for address book maintenance.' Account Profile: Complete maintenance of JDEdwards address book.Includes intense/communication and coordination with each & every department. Accuracy is of paramount importance since the address book is the cornerstone of the customer database.ADDITIONAL DUTIES:Participates in project performance team meetings on behalf of the job unit in order to provide ideas, methods or processes for unit/company performance improvement. Performs other job related duties as assigned. Requires an Associates degree coupled with 5 years Customer Service experience and 3 years credit and collection experience. Excellent oral communication skills. Computer literate with strong data entry skills. Proficient with MS Office. Prior experience with JD Edwards/PeopleSoft. Demonstrates good telephone etiquette.