Logistics - Customer Service Coordinator II

At Viant, we partner and innovate with our customers to provide the

 highest quality, life enhancing medical devices in the world.

Position Description:

The position ensures customer satisfaction by meeting customer needs in courteous and timely manner and tracks, follows-up and resolves customer’s outstanding issues in a timely fashion. Provides excellent customer service through phone, e-mail, chat, etc. in timely and accurate manner. Analyzes customer concerns and provides appropriate corrective actions; assist directly or route customers to the appropriate personnel for assistance; ensures customer satisfaction by meeting customer needs in courteous and timely manner and tracks, follows-up and resolves customer’s outstanding issues in a timely fashion. Demonstrates Viant values.

Position Authority: 

Receives direction from Customer Service Coordinator III.  Weighs factors and acts only after the supervisor has approved their chosen action.

Essential Job Functions:

Customer Service

• Develops and maintains positive relationships with customers, as well as with vendors where appropriate.
• Ensures all Customer purchase orders are entered into ERP system in a timely manner paying particular attention to verification of Rev, Price, Shipping Info, and Special Instructions.
• Processes sales orders via fax, phone or email, web site, ECWID, and any other source, follow-up on tracking shipments and/or discrepancy resolution, or returns. Send order confirmations back to customers via fax or email.
• Works with sales team to provide product information, pricing, quotations and other support as applicable. 
• Populates reports on a daily basis. 
• Tracks all complaint forms.
• Processes STAT orders to local hospitals, possibly deliver if needed.
• Files purchase orders, sales orders, and other documents as required.
• Assures the confidentiality of customer lists and other sensitive company information.
• Complies with all applicable Quality System requirements.
• Participates and provides input for process improvement programs.
• Acts as backup to Buyer/Planner.
• Sets up new customer accounts.
• Adds qualified customer contacts to the customer database on an ongoing basis.
• Demonstrate good judgment in investigating and resolving problems.
• Cross train with other Customer Service Coordinators to provide back-up.
• Conducts Data Analysis for monthly metrics as assigned.
• Coordinates cycle counting and cycle count analysis.
• Complies with all applicable Quality System requirements.
• Always follow all safety procedures.
• Provides customers with purchase order confirmations and product release documentation.
• Coordinates the pick, pack and shipment of assigned customer orders following guidelines, procedures, polices and customer instructions.
• Processes assigned customer end of month billings.
• Files all sales order and shipping documentation as required per company policies and procedures.
• Reviews schedule shipment reports and communicate with appropriate personnel any potential shortages and backorders.
• As assigned creates sterilization purchase orders.
• Creates Sub-contract PO's and subcontractor shipment entry as required for assigned product lines.
• Performs shipping and receiving activities, keeping records on outgoing shipments, and preparing items for shipment.
• Monitors incoming and outgoing shipping activities to ensure accuracy, completeness and condition of shipments.
• Provides assistance for on-the-job training of new employees and cross-training current employees.
• Participates and provides input for process improvement programs.

Inside Sales

• Makes add-on product suggestions to clients
• Seeks opportunities to up-sale when appropriate 
• Make end of month out-bound calls to generate orders, and other times as required.
• Documents results of out-bound calls.
• Collects and maintains customers contact information.
• Populates reports including, but not limited to: Missed Sales, Dialing for Dollars, Referral Source, etc.
• Develops and maintain relationships with customers, as well as with vendors where appropriate. 
• Works with Sales Manager on creative phone sales duties, product campaigns, as well as any other related or unrelated, unassigned, unspecified, unusual or special duty the Marketing and Customer Service Manager may assign from time to time.

Knowledge and Education:

• High school diploma required; degree in business or logistics preferred.
• Must be detail oriented, organized, possess good analytical, verbal and written communication skills.
• APICS accredited preferred.

Job Experience:

• 3 years minimum experience in customer service.
• Possess Inventory Control ERP systems experience in a manufacturing environment. 
• Possesses written and oral communications skills sufficient to speak clearly and distinctly, write compound and complex sentences, and read simple instructions in English.

Skills and Competencies:

• Possess written and oral communications skills sufficient to speak clearly and distinctly, write compound and complex sentences, and read simple instructions in English.
• Computer skills: MS Office Word, Excel, Outlook, and PowerPoint.

Equipment Used:

• Standard office equipment, calculator, computer, printer, and shipping software.

Physical Requirements:

• Light physical activity performing non-strenuous, day-to-day activities of a primarily administrative nature.
• Moderate lifting (20 lbs.), carrying (10 lbs.), bending, and prolonged sitting.
• Requires the ability to identify and distinguish colors.
• Requires the ability to judge distance and space relationships (i.e. visualize objects of multiple dimensions).
• Well-Lighted, air-conditioned, indoor laboratory and production settings with adequate ventilation.

Benefits: 

• Medical, dental, and vision benefits-effective date of hire!
• Company-paid life insurance and disability benefits
• Generous Paid time off and 11 paid Holidays
• 401k Plan with Company Match
• Tuition Reimbursement
• Voluntary Universal Life and Long-Term Care
• Voluntary Legal Plan
• Pet Insurance
• Home Ownership Program