Customer Service Representative

FLSA: Hourly Non-Exempt

Department: Operations

Reports To: Customer Service Manager

careers@axonics.com

Job Responsibilities:

To enhance the customer experience of external and internal Axonics customers by consistently providing high quality service in the areas of problem resolution and inquiry management.

General Description and Duties:

To perform this job successfully, an individual must be able to perform each essential job task satisfactorily. The tasks listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides the first line of communication with customers, ensuring a positive customer experience through efficient, courteous, prompt service and consistent follow-up.
• Gathers information on customer issues.
• Acts as the liaison between internal departments to effectively serve customers and achieve business standards.
• Assists customers in placing orders.
• Processes Purchase Orders.
• Ensures order data is complete, accurate and entered into system or report.
• Tracks orders and shipments.
• Schedules shipping of orders.
• Resolves customer issues and recommends corrective measures as appropriate, continually identifying ways to improve and streamline processes to increase customer satisfaction.
• Keeps records of customer interactions.
• Ensures sales representatives are informed of customer issues and inquiries.
• Responds to questions from sales representatives, nurses, and doctors about product, orders, deliveries, product availability, etc.
• Ensures complaint data is gathered, complete and entered into the appropriate system or report.
• Creates RMAs.
• Coordinates returned complaint product shipping to Quality for investigation.
• Maintains and effectively applies knowledge of product, services and current organizational policies.
• Provides product information and solutions, applying technical and troubleshooting resolution as needed and addressing customer concerns in a timely manner.

Projects and Other Duties:

• Perform other duties as assigned by supervisor

Position Qualifications

• Prior experience as a Customer Service Representative in the medical device industry.
• Demonstrates grace under pressure.
• Knowledge of medical terms associated with sacral neuromodulation procedure and Medical Device Reporting regulations.
• Exceptional organizational skills and attention to detail.
• High sense of urgency and commitment to ensuring a high level of customer satisfaction.
• Self-motivation and ability to perform job function with minimal supervision, taking initiative to make independent decisions, where appropriate.
• Positive outlook in handling new processes, technology, and general change

Minimum Education:

• High school graduate or GED is required, Bachelor’s degree is preferred.

Minimum Experience:

• 5 years related work experience.