Customer Care Specialist Ekos
MAIN PURPOSE OF JOB
The Customer Care Specialist (or Sr. Customer Care Specialist, depending on qualifications) receives
and processes Customer orders in compliance with EKOS? approved procedures. The Customer Care
Specialist also supports the Sales team with administration of the field stock inventory program.
MAIN JOB DUTIES/RESPONSIBILITIES
? Process customer orders to achieve same day fulfillment including:
o Check for customer orders received by mail, telephone, fax or email
o Enter sales orders into QAD
? Notify shipping of orders placed.
? Answer customer service phone line and email. Includes contact with customers, EKOS sales
representatives and clinical specialists. Forward customer information and inquiries to
appropriate Sales and/or Marketing representative for follow-up as needed.
? Enter return authorizations (RA?s) in QAD for customers who wish to return product to EKOS
that are not associated with a customer complaint (i.e. expired product or overstock etc.).
Coordinate returns of EKOS and customer-owned instruments and devices.
? Support Quality/ Regulatory Affairs with processing of sales orders to replace product associated
? Maintain customer files, including sales order and RA documentation and customer contracts.
? Administer field stock inventory (trunk stock) program including:
o Send product to EKOS sales representatives and clinical specialists
o Coordinate return of product to EKOS
o Perform QAD transactions to track movement of field stock inventory
o Reconcile periodic field stock inventory counts
o Maintain appropriate documentation in sales representative/ clinical specialist files.
? Support sales organization with account management including:
o Pricing monitoring and price change notifications
o Account activity monitoring, i.e., contract expiration, tracking of trial periods, volume
o Maintenance of key account data, i.e., contact information, purchasing organization
o Data management including creation, modification, and setting follow up tasks for field reps
utilizing Veeva CRM system.
? Support for Marketing department:
o Process marketing literature requests
o Process trade show material requests
o Enter and distribute leads to appropriate Territory Managers
? Support for Helpline:
o Provide ?on call? technical support during HQ business hours
o Log and update Customer Experience Reports in EKOS database
o Follow up with EKOS personnel to obtain event logs or product returns.
? Support clinical studies with processing of sales orders, RA?s, and device tracking as needed.
? Support new product launches as needed.
? Support Sales, Marketing, and other EKOS departments with extraction of data from QAD upon
request, i.e., customer-specific data, traceability information, recall support, ordering trends,
? Comply with FDA and international regulatory laws and EKOS Code of Conduct. ? Provide backup support for Operations, performing transactions in QAD associated with
durables Production and Service activities, including backflush of production units and work
order generation/ receipt of reconditioned units.
? Perform other administrative tasks as needed and as time permits.
? As needed, obtain required Chamber of Commerce signature and seal on international shipping
Senior Customer Care Specialist Responsibilities include:
? Supervise Customer Care Specialist(s) performing a variety of technical and administrative
? Develop, implement and facilitate introductory and continued training for Customer Care.
? Create and deliver training curriculum for all aspects of customer care including the following:
o Customer relations, as it pertains to service
o Order processing and report management
o Product theory, use and troubleshooting
o Proper telephone etiquette and call handling
o EKOS QAD system.
? Notarize EKOS documents, including Certificates of Origin for international shipping as needed
? Provide feedback to management on Customer Care Specialists during training and review
? BS in an Engineering discipline required (ME, IE preferred).
? 4+ years of relevant engineering experience in disposable medical devices, catheter
? Minimum 3 years of previous medical device engineering development.
? Experience with ultrasonic devices highly desirable.
? Extensive experience in the testing and selection of material for biocompatibility and
? Working knowledge of SolidWorks required.
? Good written and oral team communication skills.
? Ability to travel when required.
? Competency in material processing methods and equipment routinely found in medical
? Knowledge of human anatomy and physiology and clinical applications.
? GMP, ISO 13485, and QSR knowledge as practiced in the disposable medical device
industry, i.e. biocompatibility.
? Strong statistical analysis and experimental design skills, DoE experience highly
? Selection of design direction, with the involvement of team members and with design
? Timeline and specification planning, with the involvement of team members and with
? Documentation of engineering testing and results with conclusions in reviewed reports
? Creation of documentation change orders.
? Preliminary selection of suppliers and ability to develop relationships with those
suppliers. ? Selection and purchasing of equipment, materials and supplies with one-over review.
? Origination and execution of test requirements/testing.
||11911 North Creek Parkway South |
Bothell, WA 98011