Job Information
CIVCO Medical Instrument Co Inc OEM & International Admin in Coralville, Iowa
Description
The OEM & International Customer Care Administrator is a primary point of contact for CIVCO’s Original Equipment Manufacturer (OEM) and International Distributor customers. OEM & International Distributor accounts are strategically important to CIVCO’s business and represent key drivers of company revenue. These accounts have a domestic and international presence with multiple ordering sites around the world. This position is responsible for coordinating daily sales and communication activities while building and maintaining relationships with these strategic accounts. In addition, the associate works interactively with various departments in the company to support projects and promote CIVCO products. The duties and responsibilities of this position will be split 50/50 between OEM and International Sales but may shift from time to time depending on the needs of the organization.
Key Duties and Responsibilities (Other duties may be assigned.)
Order Management
Accurately and efficiently process OEM and International customer orders
Coordinate with cross-functional teams and freight forwarders to schedule shipments
Provide required shipment documentation to customers based on country requirements
Respond to customer requests for order status and documentation
Effectively communicate with customers and internal teams to manage order changes and resolve fulfillment challenges
Utilize customer web portals to provide order related information and documentation
Customer Care and Support
Verify and provide current price, shipping, and lead time quotes to customers
Facilitate requests for rework, repairs, loaners
Document customer complaints and process returns in accordance with quality system requirements and company policy
Timely and accurately respond to product, pricing, and order related questions
Work with cross-functional teams to complete customer documentation requests
Collaboration
Effectively communicate and engage with:
Sourcing and Planning teams to fulfill orders, provide accurate order updates and lead times
Shipping team to ensure on-time shipment, correct shipment method, and documentation
Quality and Regulatory teams to resolve complaints, understand global product availability, labeling, and registration requirements
Finance team to resolve payment related questions or issues
Service team to arrange shipment or return of repairs, loaners, spare parts
Product Management and Engineering teams to enhance product knowledge and support product development process
Product Portfolio
Maintain knowledge of product lines, understanding of the product features and benefits, the type of procedures they are used in, and the products purchased by OEM & International customers
Understand product packaging configurations and documentation structures
Proactively research OEM and International accounts to understand customer base, markets, and product applications
Participate in internal training activities for existing products and new product launches
Sales Forecasting and Analysis
Engage with sales channel managers to understand sales drivers and market trends
Reach out to customers for forecast information and feedback on sales trends to support production planning and sales forecasting
Assist with creation of sales reports and department dashboards
Provide regular sales updates to management
Product and Customer Vitality
Support new product releases by notifying customers, providing quotes and obtaining an initial purchase order and/or forecast
Screen new accounts and obtain appropriate documentation for account activation.
Fulfill sample requests
Support OEM & International Sales and Applications staff with demo products, literature, samples, and customer referrals
Capture and document market surveillance
Maintain customer contact database and notification lists
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma or General Education Degree (GED) and two to three years of related experience. Two-year associates degree preferred with one to two years related experience and/or training; or equivalent combination of education and experience.
Other Skills and Abilities
Superior customer service and problem-solving skills
High attention to detail and ability to monitor multiple customers
Demonstrate excellent written and verbal communication skills
Ability to effectively communicate in a multi-cultural, international customer environment
Strong teamwork and organizational skills
Ability to work multiple tasks and projects in a dynamic, fast-paced environment
Proficient in PC use and Microsoft Office applications with excellent typing skills
Requires face-to-face interaction with team members, peers and management to complete all work and provide support.
Regular attendance is required for the ability to complete all work.
Ability to work more than 40 hours per week (overtime) if needed based on business demand.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
