Customer Service Specialist

Arthrex, Inc. is a global medical device company and a leader in new product development and medical education in orthopedics. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better.

• Work Style: Hybrid
• Location: 1 Jalang Kilang - Pacific Tech Centre
• Great Employee benefits
• Reporting Line: Customer Service Team Lead

The main purpose of this position is to process orders and provide the first point of contact and communications with customers to ensure that customer needs and inquiries are addressed and problems are studied and resolved. The individual must also be able to standby after office hours and on weekends.

The following duties are typical for this position. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

• Processes orders with quality and efficiency from receipt of orders or requests from customers and sales team to delivery of goods. Prepares picking and delivery documents.
• Responsible for problem solving on order discrepancies, and ensures regulatory approval before selling.
• Check open order and backlog reports daily to ensure timely processing of customer orders.
• Manage customer expectations, resolve customer satisfaction issues and product return billing and credit issues.
• Arrange/adjust/organize distribution of implants and loaner sets.
• Provides quotes for products as requested.
• Answer queries from sales and customers on stock and shipment of orders.
• Interpret information on sales promotions, discounts by entering updates in SAP system.
• Manage and track the loaner set movement.
• Responsible to check the loaner setting before delivery.
• Collaborate closely with warehouse and delivery service for daily operations.
• Ensure billings are done and mailed to customers in a timely manner.
• Extracting of GN items usage for the purpose of reporting to the authorities.

• Diploma / related disciplines or related experience.
• Experience of medical device logistics preferred.
• Strong knowledge of customer service, order processing and inventory management.
• Familiar with QA standards – GDPMDS or ISO 13485.
• Proficient PC skills (Microsoft Outlook, Excel, Word & PowerPoint); Proficient in SAP preferred.

• Good organization skills and ability to work under pressure.
• Highly customer-oriented.
• Ability to multi-task and handle a high volume of transactions in a fast-paced environment.
• Excellent team player; ability to work with all levels of company staff.
• Good English communication skills – both verbal and written.
• Excellent analytical abilities.