Customer Service Representative III

How will you make an impact?

The Customer Service Representative III provides excellent customer service while working closely with medical professionals and sales representatives handling all customer service-related activities. They are responsible for receiving, processing and recording customer orders and will also handle customer inquiries and problems. 

What will you do?

• Performs data entry for orders, returns, new account set-up, pricing, billing, and all other tasks as they relate to department operating systems.
• Runs and reviews Draft Reports to validate that all purchase orders have been released for shipping.
• Answers incoming calls daily providing optimum service to Glaukos internal and external customer base ensuring orders are shipped and billed in a timely manner.
• Continues to assist field sales reps with inquiries relating to orders, accounts, carrier/shipping, pricing and billing.
• Maintains a positive working relationship with all customers and keeps an open line of communication with key customers and high visibility accounts as their primary point of contact.
• Assists in training new personnel on department procedures for back-up coverage, to assure their complete understanding of assigned responsibilities and guides other department.
• Assist with making day-to day business decisions that impact work area by analyzing situations, considering alternative solutions, and reaching conclusions that are in alignment with company regulations and policies.
• Exercises sound judgment and discretion in making all routine decisions in accordance with Glaukos policies.
• May perform other related duties and responsibilities as assigned and/or required.
• Assist in handling escalated customer issues and works directly with customer base.
• Researches, determines and implements action necessary to resolve discrepancies communicated by customers or field sales reps.
• Interacts with internal and external customers (sales, all support staff, doctor offices, distributors, vendors, suppliers, contractors, regulatory agencies or legal representatives), by meeting regularly, responding to requests and explaining procedures, to ensure operations are in compliance, promote positive business relationships and ensure that company interests are represented.
• Provide recommendation and alternatives on organizational improvements to facilitate cost reduction and improve business processes.
• Document product complaint in system in accordance with FDA regulations and requirements.

How will you get here?

• High School diploma or equivalent customer service experience.
• 4-6 years of related customer service work experience or an equivalent combination of education and work experience.
• Strong computer skills with experience using Excel, Word, Outlook, PowerPoint, and basic use of a fully integrated manufacturing/inventory/ finance system.
• Strong interpersonal and communication skills, verbal and written.
• Problem analysis and problem-solving.
• Attention to detail and accuracy.
• Data collection and ordering.
• Adaptability and initiative.
• Knowledge of ophthalmology a plus.