*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)