Customer Service Representative

Customer Service Representative

ABOUT US

Our 32,500 square foot facility in Memphis, TN is a tight-knit community of less than 100 team members. Unlike other manufacturing companies, we manufacture medical devices that help people live a longer, more active life. Specifically, we focus on bead coating and our proprietary Asymmatrix coating for orthopedic implants in the extremities and large joint markets. A career with Orchid provides training and growth opportunities, excellent benefits package, including performance bonuses, insurance, 401(k) with company match, paid time off, and the opportunity to work with supportive, hardworking team members. For more information, please visit www.orchid-ortho.com

SHIFT

A BRIEF OVERVIEW
The Customer Service Representative (CSR) will provide information to customers in response to inquiries about products and order status and is responsible for all aspects of customer order entry, acknowledgement and subsequent order management. The CSR will work collaboratively with sales management and internal team members to deliver exceptional customer service support. This position will maintain and develop solid customer relationships by handling customer questions and concerns with speed and professionalism.

WHAT YOU WILL DO

• -----------------CUSTOMER SUCCESS-----------------
• Build relationships with internal and external customers to optimize the customer experience and deliver positive business results
• Partner with Orchid's supply chain team to drive order volume and fulfillment
• -----------------ORDER ENTRY-----------------
• Submit new and updated customer information to update the customer master database
• Enter new Purchase Orders (P.O.s) into ERP systems
• Follow standard of work
• Upon completion of contract review and scheduling, confirm acknowledgement date with supply team and acknowledge P.O. to customer
• Coordinate supplier change requests internally and with customers
• -----------------CONTRACT REVIEW-----------------
• Follow standard of work to view new P.O.s that have been entered
• Review P.O.s against key terms, such as, price, revision, specifications, bill-of-materials and where discrepancies occur, prepare relevant packages for quoting, engineering and quality teams
• Follow standard of work to complete packages and move them to the next step in the process to ensure timely acknowledgement of P.O.
• -----------------ORDER MANAGEMENT-----------------
• Review open order report regularly to understand orders in the system by customer and compare to customer forecast, where applicable
• Proactively contact customers to: provide timely and accurate information on order status; request orders to meet customer forecast; and, request to pull-in / push-out orders dependent upon capacity
• Update demand according to Vendor Managed Inventory (VMI)
• Support quoting processes
• -----------------QUALITY AND COMPLIANCE-----------------
• Lead quality and compliance by complying with all Quality Management Systems (QMS) documentation requirements and establishing/supporting plan(s) to meet/exceed Key Performance Indicators (KPIs) for Quality that support Safety, Compliance, Six Sigma Quality, On-Time Delivery (OTD) and financial objectives.
• Advocate for the health and safety of self, co-workers, customers, and the community.
• Complete all required training
• Travel to other locations up to 20% of the time

EDUCATION QUALIFICATIONS

• High School Or Equivalent (Required)

EXPERIENCE QUALIFICATIONS

• 2+ Years of Experience in a Manufacturing Environment (Preferred)

PHYSICAL REQUIREMENTS

• Must be able to remain in a stationary position - Frequently
• Must be able to move about the inside of the building - Occasionally
• Must be able to communicate and exchange information with others - Constantly
• Must be able to perform tasks that require repetitive handling/adjusting/inspecting/positioning of items and equipment - Occasionally

TRAVEL REQUIREMENTS

• Up to 5% travel

COMPETENCIES

• Collaboration - Basic Knowledge
• Communication - Working Experience
• Customer Communication - Working Experience
• Managing Multiple Priorities - Basic Knowledge
• Problem Solving - Basic Knowledge
• Teamwork - Basic Knowledge
• Time management - Working Experience

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

WHAT WE OFFER

• Opportunity to work in a growing company
• Ability to help people live a longer, more active life
• Comprehensive benefit package
• Ability to work in an organization that values:
  • Integrity First: We do the right thing
  • Teamwork: We are one Orchid
  • Results: Our results matter

ADDITIONAL REQUIREMENTS

• Candidates offered employment may be required to submit to a pre-employment background check and pre-employment drug-screening based on position requirements
• Candidates must be able to provide proof of eligibility to work in the United States through eVerify

At Orchid, we fully support a diverse and inclusive workplace and we are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, hair type, age, status as a protected veteran, or disability.

Orchid Orthopedic Solutions only pays fees for solicited presentations of job seekers submitted through our preferred vendor job board by recruiters, employment agencies, or other parties.