*job responsibilities*- responds to incoming correspondence and answers inbound calls from sales representatives, field service representatives, clinics, and/or patients.- reviews and processes requests for increased inventory levels.- reallocates orders based on distribution center availability.- provides updates on back ordered items.- runs par level reports.- bills customer clinics for lost inventory and unbillable claims.- performs inventory transfers.- escalates urgent order situations (e.g., expedite requests, upgraded freight requests) for approval.- processes patient waiting and drop shipment ordered.- processes returns.- follows company protocol for handling defective product(s).- prepares patient product agreements (ppas) and labels for shipment to customer clinics.- creates shipping labels and orders shipping supplies (e.g., boxes) as needed.- investigates held billing issues as needed.- identifies missing clinic claims.- assists with identifying assigned sales representative.- communicates with cross-functional internal teams as necessary.- creates non-franchise part numbers in agile.- converts vendor part numbers or generic descriptions to franchise and/or non-franchise part numbers.- processes complex order requests from special billing and issues chargebacks for customers utilizing a data loader.- places outbound calls to sales representatives and field service representatives to discuss inventory management issues.- makes suggested inventory reductions/increases based on analysis of par level reporting and usage.- utilizes higher-level understanding of company processes and procedures in order to propose alternatives to increased inventory requests (e.g., billing clinic back for shrink, returning unused products within the clinic).- reviews and approves within set threshold for urgent order situations (e.g., expedite requests, upgraded freight requests).- processes overstock items submitted by the dfw distribution center.- processes credit/rebills for customer clinics.
*experience and requirements*- high school diploma required.- minimum of 2 years of customer service experience required.- minimum of 2 years of data entry experience required.- minimum of 1 year of experience in inventory audit or control required.- experience with inventory control software required.- transactional experience with erp systems (i.e., oracle) preferred.- must speak english fluently.- experience working in a call center strongly preferred.covid-19 considerations:covid-19 daily sanitization routine, temperature being taken at entrance.
*education*:- high school or equivalent (preferred)*experience*:- customer service: 2 years (preferred)- inventory audit/control: 1 year (preferred)*language*:- fluent english (preferred)