Loaner Customer Service Administrator I

Arthrex Inc. is hiring a Loaner and Returns Customer Service Administrator I to work at our Fort Myers, Florida location. This individual will  provide comprehensive customer service in a fast-paced, deadline-oriented area, handling requests for loaners. 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:

• Build relationships with customers, sales reps, agency personnel and various internal departments developing a sense of integrity and provide a high standard of customer service.
• Coordinate with customers to provide loaner sets; determine set availability; enter orders; arrange for shipping; ensure timely delivery and return of loaner sets; document and maintain detailed notes in system orders; communicate issues to customer/agency regarding loaner sets that are returned/received; review weekly late loaner due dates fee billing.
• Run open order report and review the daily loaner priority list to ensure all loaner orders have been processed and shipped.
• Review all loaner extension requests and determine if the agency or customer is eligible for an extension.
• Work with Loaner Logistics related departments (receiving, cleaning and loaner inspection techs) and liaison with field logistics, agency billing, product management and AR departments as needed.
• Communicate and collaborate with Loaner Customer Service manager and supervisor when important loaner issues arise.
• Monitor LOANCONS billing processes and ensure all loaner billings are processed in a timely manner, communicate with loaner logistics team on loaner billing discrepancies; identify any issues and report to IT BRM when discovered.
• Investigate and address customer/agency issues and identify solutions in a timely manner. 
• Ensure Arthrex Quality Management policies are followed and continually communicate these standards amongst the Loaner Customer Service Team.

Education and Experience:

• High school diploma or equivalent required
• Bachelor’s Degree preferred
• 1 years Customer Service experience required
• Ability to develop a general knowledge of all aspects of the Loaner Customer Service team processes and procedures.

Skills:

• Ability to work in a fast-paced, ever changing environment.
• Possess a high level of attention to detail.
• Develop a thorough understanding of SAP.
• Customer Service background.
• Coachable, Team player, self-motivated.
• Work extended hours, if needed.
• Basic level of Microsoft Office, Excel, Word, PowerPoint, OneNote and Outlook email experience.
• Develop the ability to work independently and effectively with internal and external customers.
• Develop the ability to verbally communicate ideas and issues effectively to other team members and management.

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

Develop and master general knowledge of industry practices, products sold or loaned by the company, customer service skills, and quality standards. Develop and master a complete knowledge of Loaner Customer Service procedures and best practices. Become knowledgeable of SAP and enhanced navigational skills within SAP.Develop a knowledge of One Note to keep accurate notes of instructions for department procedures.

Machine, Tools, and/or Equipment Skills:

PCs, database statistical programs.  Proficient in Microsoft Suite (Word, Excel, Outlook) and QAD. 

SAP background is a bonus.

Reasoning Ability:

Develop the ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply and follow standard operating procedures to meet department objectives.

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 to apply language skills to the degree required to perform the job based upon the job requirements listed above. Ability to verbally communicate ideas and issues effectively to other team members and management. Ability to write and record data and information as required by procedures. Ability to transact in computer software. Ability to articulate clearly and effectively with external and internal customers.

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 to 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 20 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.