Primary Function of Position: Be the point of contact/escalation for its own market(s). Efficiently handle customers’ or distributors’ enquiries such as purchase orders, quotations, part requests, and complaints for lost or damaged goods, product returns or exchanges. Professionally answer incoming calls and emails, understand the customers’ needs and their environment to improve satisfaction at sales and service support levels. Accurately and timely process orders and requests in ERP and CRM databases. Work closely with other teams such as Sales, Finance, Logistics, Regulatory and Contracts. Master processes and make recommendations to improve overall team efficiency. Support customer success activities. Responsible and accountable for a selection of markets/customers. Provide high standard customer support including phone and email requests from customers and distributors. Use best and appropriate practices and ensure continuous process improvement. Master Customer service policies, processes and effectively follow up on and resolve sales order or service request issues with minimum level of supervision. Enter sales orders into SAP, verify that terms and conditions of purchase orders are processed accordingly. Support customer success activities such as onboarding new customers, key customer monitoring, strong partnership with sales teams. Process and track all service requests into CRM. Log customers’ complaints timely and accurately, report to Regulatory as appropriate. Daily monitor open sales orders, RMAs, service requests and advance exchange programs. Import/export documentation and processes as required. Maintain customer data within SAP and CRM, ensure that contact information is kept up to date. Provide ad hoc reporting as needed. Take regular part in projects as assigned and general administrative functions. Support system orders processing, deliveries and installations as required.
Required Knowledge, Skills, and Experience: 5 to 8 years professional experience in similar position, ideally within a medical device company. Perfectly fluent in English and Spanish. Strong knowledge of MS Office product suite, ERP/SAP. Strong communication skills in both verbal and written. Trouble shooting and problem-solving skills be able to analyze situations in depth with level of complexity with high attention to detail. Time management abilities. Strong interpersonal skills. Ability to build long-term professional relationships. Experience on process automation. Improve processes by using analytic skills. Capability to work in a fast-paced environment. #LI-hybrid
Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws. We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws. U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees who are nationals from countries currently on embargo or sanctions status. Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process). For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. This position may be filled at a different job level than listed here depending on business need and/or on the selected candidate’s experience, knowledge and skills. Compensation will be based primarily on the job level at which the role is filled and the candidate’s qualifications, consistent with applicable law.