Cook Medical is a fast growing, well established medical device industry leader seeking a bilingual Customer Support Specialist in their Contracts department. The role involves managing contract support, coordinating RFPs and Tenders for North America, and collaborating with internal and external stakeholders to respond to contracting opportunities.
Responsibilities
- Manage incoming calls, emails, and chats from both internal and external customers
- Assist customers with order placement, back-orders, purchase order inquiries, and other general inquiries
- Communicate professionally via email, phone, and chat with peers and leadership
- Answer product-related questions and triage appropriately
- Perform duties in compliance with local quality procedures and work instructions, proactively identifying areas for improvement and communicating recommendations to leadership
- Receive and apply feedback positively, escalating concerns that might impact business operations
- Perform work within the local Order Management System and support changes as needed
- Meet or exceed expectations set by leadership
- Log customer complaints and feedback into the appropriate system
- Analyze data within the system for troubleshooting or updating standard KPIs
- Collaborate cross-functionally with Sales Divisions or other Operational Units
- Actively participate in department meetings and provide new ideas to leadership
- Identify and communicate discrepancies in policies or work instructions
- Submit nonconformance issues and work effectively with others throughout the global organization
- Maintain awareness of and actively participate in Continuous Improvement (CI) initiatives by providing feedback and supporting implementation as needed
Skills
- High School Diploma, equivalency, or local equivalent where applicable
- 1+ years of related experience
- Bilingual French & English
- Proficiency in Microsoft Office software (Word, Excel, Powerpoint, Outlook)
- Works under general office environmental conditions
- Sitting for extended periods
- Utilizes close visual acuity for working with computers and equipment
Company Overview
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