Support Operations Coordinator 1 (PART-TIME)

The Support Operations Coordinator 1 is responsible for providing support to customers, channel partners, and internal departments related to product issues and requests for repairs. They are responsible for accurate and effective processing of customer product through the Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), and Non-Conformal Material Requests (NCM) for returns. (Max 24 hours per week - flexible)

Essential Duties & Responsibilities

* Customer liaison. Communicates with the customer for all service and return requests via phone, fax, and email. Assist customers with documentation, provide information to answer customer inquiries, provides clear instructions for returns, and provides progress updates for their requests.
* CRM support case management. Enters, updates, and maintains assigned support cases in the CRM tool for customer requests for service and returns. Maintains assets to the correct accounts.
* ERP maintenance. Perform all functions in the ERP system for service and product return requests which can include opening a request, updating end user, updating/adding new shipping addresses and contacts, and managing the loaner program.
* Revenue stream. Provide quotes to customer for services, gathers and validates payment (purchase orders, credit card, or wire transfer), provide and tracks shipping costs for SNC contracted returns, and validates if customer has been vetted, is on hold, or customers that requires pre-payment.
* Collaborate with other departments. Work closely with internal team members to create and process customers service and product return requests which includes notifying SNC staff when the product arrives, assist in maintenance of cross-functional data, and monitor progress of in-house orders in the NCM pipeline.
* Documentation. Follow required process and notify team for any changes needed to improve the process.

Knowledge, Skills and Abilities

• High School diploma
• At least 1 year of Customer Service experience is required, which includes customer communication and resolving customer issues. Best: experience in medical device
• Experience in Microsoft Word, Excel, TEAMS,CRM, ERP, Excel
• Preferred working knowledge in Salesforce and/or ERP D365
• Ability to effectively work with people in other departments and/or outside of the company
• Demonstrated written and verbal communication skills in a customer support role
• Must be detailed oriented and have strong time management skill
• Ability to adapt to changing objectives, meet deadlines, and ability to organize and prioritize multiple tasks.