Customer Support Specialist

Description

Company Description

Biomerics is a world-class manufacturer and innovative polymer solutions provider for the medical device and biotech industries. As a vertically integrated company, we specialize in designing, developing, and producing medical devices for diagnostic and interventional procedures. We are focused on next-generation solutions for vascular access, electrophysiology, cardiac rhythm management, neurovascular, structural heart, and cardiovascular markets.

At Biomerics, we are dedicated to our diverse employee base. We understand that a strong, skilled, and engaged workforce is the foundation of our continued success as a business. We strive to live up to Biomerics' values in all our interactions. It is an exciting time to be part of our collective team, and there is no limit to the impact that can be achieved here at Biomerics. We improve and advance the lives of our employees and the patients who depend on our products.

At Biomerics, we believe in integrity, partnership, empowerment and accountability, trust, agility, teamwork, and excellence, and we care. Our team-oriented, customer-focused corporate culture prioritizes building strategic, mutually beneficial partnerships with customers and our team members. 

The Customer Support Specialist position will be responsible for all Customer Service functions, NetSuite (ERP) report creation, supporting the front desk and carrying out other assigned duties at the BAC facility. This position creates a lasting impression of our organization, so a high level of professionalism, excellent organization skills and prompt follow-ups with customers is required.   

JOB RESPONSIBILITIES: 

• Respond and/or confirm customer PO’s within 24hrs.  Provide quotes, follow-up on quotes and get customer questions answered.  
• Attend weekly planning/scheduling meetings with production support to assure delivery schedules are met and customers are satisfied. 
• Work with Sales team on customer communication and proactively engage customer. 
• Support the development and achievement of KPI’s for Safety, Quality, Cost and Delivery.  
• Support purchasing through PO creation and contact suppliers when necessary. 
• Maintain customer & BAC cross reference part number spreadsheet. 
• Engage customers for quarterly or annual blanket PO’s.  
• Respond to shipping inquiries and answer order status questions. 
• Verify that all customer information is correct on SO’s and ERP. 
• Resolve customer complaints by identifying the problem and help coordinate corrective actions. 
• Become the expert at creating Netsuite reports for BAC.  
• Import data into Excel, create graphs and/or analytics.  
• Provide front desk support when needed.  

Requirements

• High school diploma  
• Take initiative and create a culture of accountability. 
• Results oriented, strong sense of prioritization and manage with a sense of urgency. 
• Must have strong interpersonal skills and effectively communicate with both internal and external customers. 
• Demonstrated success in conflict management and working in a team environment. 
• Proficiency with data analytics, databases, MS Excel, MS Word, and PowerPoint. 
• Knowledge and experience of working with an ISO13485 Quality Management System is a plus. 
• 2-5 years of customer service experience in medical device industry preferred.