Job Description

Position : Complaints Management Specialist - Must SAP, ERP & Order Management (Entry Level)

Location : San Diego, CA

Duration : 12 Months

Total Hours/week : 40.00

1st Shift

Client: Medical Device Company

Job Category: Healthcare

Level Of Experience: Entry Level

Employment Type: Contract on W2 (Need US Citizens Or GC Holders Only)

Interviews - phone and MS Teams video

3 Must haves:

• Positive attitude & team player
• SAP experience would be preferred
• Order management background

Note:

Candidates must have high attention to detail, clear communication both written and verbal. Looking for experience within similar industry, order management, ERP systems such as SAP.

Education:

College degree preferred.

Job Description:

• This role is responsible for interacting directly with our customers and various internal functional groups to ensure the timely delivery of custom reagents and services.
• Primary responsibilities include supporting the custom reagent program as the liaison between the customer and the business, with focus on sales quotes and order management.
• This role gathers customer requirements and specifications for make-to-order product configurations and pricing, to be used in creating quotes and sales orders and will act as the liaison between the customer and program/technical experts as needed.
• This role serves as the primary point of contact for customers throughout the ordering process.
• This role maintains technical accuracy and completeness of quote and order management processes, utilizing various software applications and business tools.
• Direct customer contact via telephone and e-mail are a key part of the job.
• Attention to detail, order accuracy, compliance with department standards, and excellent time management skills are required.
• Must be able to work independently with minimal supervision and be capable of suggesting process improvements to ensure internal efficiencies are realized and maintain a high level of customer satisfaction. Additional projects may be assigned which are relatively complex in nature where sound judgment and product specific knowledge is required.

Desired Skills And Experience:

• Experience with SAP or similar ERP system is highly preferred
• Experience with SalesForce or similar CRM system preferred
• Demonstrated proficiency in MS Word, MS Excel, and email systems is required
• Proactive self-starter that drives for results
• Customer Advocate with ability to foster and maintain relationships
• Excellent verbal and written skills
• Able to troubleshoot problems and resolve customer complaints
• Effective organization, planning and time management skills are required
• Working knowledge of quote and order management processes

Duties And Responsibilities:

• Daily coordination of all customer-facing activities related to custom (make-to-order) reagent quote and order management, including follow-up and resolution.
• Communicates with external customers via phone and email. Interacts directly with intercompany/international client offices to support regional customers.
• Interacts with Marketing, Operations, Manufacturing, Technical Application/Product Support, Planning and other functional groups to drive the process from quote to order fulfillment.
• Responds accurately to the customer and internal client personnel inquiries, providing pricing, availability, terms and conditions, and other product and order related information.
• Reviews custom reagent quote requests and prepares sales quotations, ensuring accuracy and configuration compatibility to allow for successful creation of corresponding sales orders.
• Ensures appropriate approvals and documentations are present before completing transactions.
• Performs other related duties and assignments as required.

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