Ziehm Imaging - Orthoscan Inc. is currently seeking a motivated, career-oriented professional with a positive can-do attitude to join our team as a full-time Service Coordinator.
Why Work for Ziehm Imaging - Orthoscan Inc.? There's something special about Ziehm-Orthoscan. There's a sense of pride that comes from building a product that helps improve people's lives and making the most of ourselves as a company and as individuals. We know the success of Ziehm-Orthoscan depends on every employee in our organization, it is our people who make the difference. We are on a new journey of growth, building on our assets: our brand, our financial strength, our global reach, and the strong commitment of our management and employees. Our journey focuses on leveraging our strengths to become a truly sustainable growth company and, ultimately, one of the most respected companies in the world.
What do we offer? - Hybrid remote work
- The challenge of meaningful work - we offer constant opportunities to grow and develop world-class skills and a truly rewarding career.
- A unique culture where people convert their passion into action.
- The kind of competitive compensation you would expect from a world leader.
- Ten paid holidays plus a generous PTO and vacation time plan.
- Great benefit plans, major medical, dental and vision.
- Company 401(k) plan with an employer match.
What do we expect from you? - You have a passion for serving others.
- Creative and fresh thinking in your work.
- A spirit of collaboration - you thrive when you work with a diverse range of people with different views, perspectives and priorities.
- The ability and experience to perform the job duties successfully.
JOB SUMMARY: Under the direction of the Customer Satisfaction Manager, the Service Coordinator is responsible for completing a variety of data entry assignments, maintaining logs, scheduling installations, tracking and processing Return Authorizations (RA's), and for providing customer service to in-coming callers and to other departmental personnel as needed.
ESSENTIAL FUNCTIONS: - Continually provide exceptional customer service to both customers and internal stakeholders.
- Coordinates service dispatch calls, obtains purchase orders, complete forms for parts to be shipped by A/R.
- Serves as a liaison for Service to Sales and Accounting Departments.
- Logs customer concerns using standard processes and within regulatory guidelines and serves as a liaison for service to all departments.
- Work with Sales Coordinator to schedule installations both Domestically and Internationally. Updates dispatch logs including the closing of Service calls on a daily basis.
- Track Return Authorization (RA'S). Creates, closes and sends the appropriate documentation to customers for return parts.
- Schedules incoming Service requests with appropriate Service team members.
- Responsible for part ordering for customer orders.
- Participate in weekly department meetings.
- Responsible for escalating customer complaints to Regulatory Affairs or responsible department.
- Creates estimates, obtains purchase orders, and verifies billing accuracy.
- Coordinates with sales and accounting to set up new customers and resolve contract/warranty concerns.
- Verify service reports for accounting department to process for customer invoicing.
- Follows the company's Quality Policy, The Department's Quality Objectives, and understands how the work performed impacts Quality and overall customer satisfaction.
BASIC QUALIFICATIONS:
Education: - High School Diploma or GED
Experience: - Minimum 2 - 3 years of customer service experience with an emphasis on addressing email inquiries and phone calls.
- Must have strong computer skills with various Microsoft applications.
- Salesforce or ServiceMax experience is a plus.
- Previous experience in the medical field is a plus.
- Scheduling and logistics experience is strongly preferred.
- Experience with International Customer Service preferred
COMPENTENCIES: - Ability to work professionally with many different personalities and customers.
- Demonstrated passion for problem solving and serving customers.
- Excellent oral and written communication skills with a passion for working with customers.
- Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects.
- Strong desire to work in a team environment while contributing to the team success.
WORKING CONDITIONS: - Must be able to reliably commute to the office.
- While in the office, work is performed in an office environment with peers in a team setting.
- Remote work should be performed from a home office setting and should not be performed in a public location.
- Ability to work from home (must have strong internet connection)
Work Schedule: - Typical workweeks are Monday through Friday, standard 40 hours with occasional overtime as needed to meet customer needs.
- Optional Hybrid work schedule/split work week available after successful completion of training and 90-day review period. Hybrid schedule may be subject to change in order to meet business needs.
- May require PPE and periodic exposure to low dose radiation.
We support a drug free work environment.
EOE/M/F/Disability/Vet All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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