Customer Service OrthoBiologics Administrator

Arthrex Inc. is hiring a Customer Service Orthobiologics Administrator to work at our Fort Myers, FL location. This individual will provide contact and communications with customers to assure that customer needs are properly addressed, and problems are studied and resolved following procedures. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

If hired for this position, you will be eligible for a $2,000.00 sign-on bonus (minus appropriate tax withholdings). You will be paid the $2,000.00 during your first pay period.

Essential Duties and Responsibilities:

• Professionally handles all tissue inquires and enters product orders received via phone, email, and Esker. 
• Meets or exceeds all quota for both order processing and phone calls.
• Considered the Customer Service expert on Tissue products and responsible to keep up to date on all information regarding these products.
• Communicates and works closely with Off Site Locations to include all 8 Tissue Banks. This requires daily coordination of product placement, shipping requirements, backorders, and inventory issues.  
• Thoroughly and efficiently gathers information from our accounts for specific product needs, requirements and for timely arrival for scheduled surgeries as requested.
• Confirms and processes promotional, OrthoResearch, VIP, Research Study orders as requested.
• Receives in product from Tissue Banks and uploads through Win Shuttle
• Maintains accurate records for specific product demands and adheres to needs as inventory is available. 
• Properly handles and troubleshoots all calls for specific products and ensures the solution meets the needs of our customer.
• Responsible for verifying orders at the end of each day with every off-site vendor and validates receipt of all deliveries
• Attends training information sessions to enhance product knowledge.
• Prepares reports and requests through SAP or Business Portal for specific product line.
• Assists with training of newly hired reps to explain specific process of product line.
• Responsible for running reports multiple times throughout the day making sure all orders have been completed.
• Responsible for processing all tissue returns and corresponding paperwork per Tissue Bank.
• Responsible for receiving acceptable returned product into inventory for re-sale
• Track all backorders and update facilities by providing further solutions for immediate surgeries
• Required to work flexible hours including 10Am to 7PM as needed by department. This includes mandatory month end until completion of all orders submitted. Required to work extended hours during fiscal year end to ensure all orders are processed and shipped on time before the close of day on June 30th and December 31st

Education and Experience:

• High school diploma required.
• Bachelors degree preferred.
• 1 year Customer Service experience required.
• Order processing and SAP experience preferred.

Knowledge and Skill Requirements/ Specialized Courses and/or Training:

Technical knowledge of products sold by the company and understanding of handling the products. Basic knowledge of medical terms relating to the products handled. Basic knowledge of marketing concepts and practices. Good phone and computer skills in addition to the ability to multitask.

Machine, Tools and/or Equipment Skills:

Microsoft Word, Excel, Outlook, and Power Point preferred

Advanced Telephone skills with both outbound and inbound calls, scanning and faxing documents.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills

Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements. 

Language and Communication Skills:

Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.  Ability to verbally communicate ideas clearly and effectively convey information to other team members and management.  Ability to write and record data and information as required by procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.  

Arthrex 2024 Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Free Onsite Medical Clinics
• Free Onsite Lunch
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.