Intrinsic Therapeutics, Inc. is a medical device company that markets Barricaid®, an annular closure device approved by FDA in 2020. Barricaid has demonstrated significant benefits through more than a decade of clinical research and use. Studies show that Barricaid patients benefit from significantly reduced disc reherniations and reoperations – and the associated debilitating pain. Barricaid is a disruptive technology that will appeal now to early adopters and innovators, with challenging discussions on reimbursement and payment, laying the groundwork for broader adoption in the near- to medium-term.
The Customer Relations Representative is responsible for providing excellent customer service to our customers and internal employees. This position will be responsible for communicating with customers, answering questions, assisting with product selection, and completing orders. This position will also be responsible for assisting with the day-to-day operations of the company.
RESPONSIBILITIES:
- Take full ownership from order acceptance to order completion and handle shipping with a high degree of accuracy.
- Process daily product shipments.
- Timely and accurately process customer order requests, transfer order requests, billing, customer returns and correction processing.
- Ensure completion of training and understanding of all system functions and enhancements related to Customer Service processing.
- Ensure adherence to all Customer Service policies and procedures including, but not limited to, all transaction processing and shipping and inventory control procedures.
- Evaluate proper correction requirements for inventory adjustments and ensure accurate processing.
- Process and fulfill customer orders or inventory requests in a timely manner.
- Maintain accurate data in QuickBooks and Excel tracking sheets.
- Support the field with quotes/pricing requests, consignment and Terms & Condition agreements.
- Ensure all daily transactions are completed.
- Assist in audit reconciliation of field inventory.
- Assist with department month end reporting data.
- Exercise emergency contingency plan when necessary.
- Work with other departments (Sales, Sales Operations, and Finance) to ensure accurate financial reporting.
- All other duties as assigned.
CRITICAL KNOWLEDGE, SKILL, EDUCATION, AND ABILITIES:
- Bachelor's degree or equivalent experience preferred
- Position requires 2 years of Customer Relations/Service experience with high performance ratings.
- Medical Device Industry experience preferred.
- Excellent working knowledge of Microsoft Word, Outlook, Excel and PowerPoint in a Windows based environment.
- ERP systems such as QuickBooks experience preferred.
- Experience with CRM software preferred.
- Strong organizational, interpersonal, communication and relationship-building experience.
- Strong telephone and interpersonal relationship skills.
- Must be resourceful in solutions to minimize errors occurring as a result of system restraints or lack of knowledge on the part of the user.
- Detail oriented with strong problem-solving skills.
PHYSICAL DEMANDS & WORKING CONDITIONS:
- The duties of this position are generally performed in good working conditions. Occasional exposure to elements such as noise, dust, chemicals, operating machinery, temperature extremes, etc.
- Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
- Must be able to read printed materials & must be able to communicate using a telephone and/or email and articulate themselves well.
- Mobility to work in a typical office setting and use standard office equipment.
- Shipments need to be created in this role, which will include handling of sensitive materials such as implants & instrument cases (max 30 pounds per case) with or without accommodation, following approved packing processes.
Job Type: Full-time
Pay: $42,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Shift:
Experience:
- Microsoft Excel: 1 year (Required)
- Customer service: 1 year (Required)
- ERP systems: 1 year (Preferred)
Language:
Ability to Relocate:
- Woburn, MA 01801: Relocate before starting work (Required)
Work Location: In person
