Customer Portal

Supervisor, Customer Service

The Company

The world is facing a medical crisis, bacteria are increasingly evolving resistance to even our strongest antibiotics. The problem is already very real and immediate; for example, bloodstream infection leading to sepsis is now responsible for more than half of all deaths in hospitals and is the most expensive condition treated in hospitals. Sepsis mortality rate increases >6% every hour without effective antibiotic treatment. Yet, despite the life and death urgency, and healthcare cost impacts, current methodologies require 3 days to determine the correct antibiotic.

Specific Diagnostics has developed a breakthrough solution to rapidly determine the effective antibiotic treatment for bloodstream and other acute infections. Used for bloodstream infection Specific’s solution provides results 2 days sooner (1 day vs 3 days).

This is an opportunity to join us at an inflection point in our commercial growth as we bring our first key product to market and with recognition from major customers fueling an expansion of our staff.

The Job

We are seeking to add a lead for our Customer Service department. This position is responsible for providing outstanding customer service. This position provides outstanding customer service and ensures product orders are received and processed in a timely manner and is primarily responsible for the Customer Service Department. It requires interaction with a variety of people and positions, and the utilization of excellent communication necessary for developing and maintaining good internal and external relations.

Essential Duties & Responsibilities

  • Handle inbound and outbound customer calls and emails while ensuring a high level of customer service and productivity.

  • Resolve basic types of customer service inquiries including: product questions, material requests, and account information. May also participate in proactive outbound call program (i.e., welcome calls, post-install visits) to ensure customer satisfaction, when applicable.

  • Process product orders; work with Shipping Department to ensure timely receipt of orders.

  • Assist in development of contractual requirements, order processes and shipping documentation pertaining to domestic and international distribution.

  • Assist in development of standard operation procedures and related documents.

  • Creates product rolling forecasts and consumption records based on customer data.

  • Construct customer letters/bulletins, as necessary.

  • Assist in financial/sales order related audits.

  • Quickly and accurately identifies and assesses individual customer needs and take appropriate action to satisfy those needs, solve problems systematically, use sound business judgment, and follows through on commitments.

  • Provide an open environment and promotes teamwork across the organization

  • Ability to travel up to 10%

  • Assist with special projects as requested and perform additional duties as required

Key Qualifications and Required Experience\

  • Some college and two to three (2- 3) years of related work experience preferred. Medical Device and/or Biotech Customer Service experience highly desired.

  • Customer service in a call center background preferable.

  • Must be a hands-on, self-directed, organized and conscientious individual

  • Complete work in a timely, accurate and thorough manner

  • Excellent PC skills: proficient in Word/Excel/PowerPoint/Outlook; strong data entry skills.

  • Strong customer service orientation and communication skills.

  • Excellent decision making, problem solving and organizational skills.

Company location: San Jose, CA

Job Type: Full-time

Applicants must have U.S. employment authorization. The company will not sponsor applicants for U.S. work visas.

Seniority level

Mid-Senior level

Job function

Customer Service and Sales

 

Employment type

Full-time

Industries

Medical Equipment Manufacturing

 

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