Abiomed, a member of the Johnson & Johnson Family of Companies, is currently recruiting for a Sales Service Associate, to be located in Danvers, Ma. At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at I Am Abiomed | I Am Heart Recovery | Patients First! The Sales Service Associate will work directly with Abiomed field teams and hospital's purchasing departments to assist in receiving and processing purchase orders and resolving general customer service inquiries. Principle Duties and Responsibilities :
- Assume ownership of all assigned incoming customer requests via email & through the customer service call queue from initial contact through resolution.
- Accurately enter, process and confirm customer sales orders.
- Verify order information, including pricing, availability & customer eligibility to ensure accuracy in advance of processing.
- Track and follow-up on open purchase orders and customer inquiries as assigned to ensure resolution.
- Track and manage orders when availability of products is low and/or backorder.
- Process customer return and credit requests as needed.
- Partner with finance, legal, logistics and IT teams to achieve customer outcomes
- Investigate and solve complex customer issues. Exercise judgment, within company procedures and practices to determine appropriate course of action.
- Rotate and cross-train on all customer service tasks within the service center and provide backup support to co-workers.
- Responsible for organizing daily work to complete all necessary activities to meet daily SLA's.
- Communicate regularly throughout the day via chat/phone with team members to assist and seek assistance on open inquiries. Ability to respond and multi-task in real-time.
- High school diploma or equivalent; further education is a plus.
- 2 years of experience in customer service environments.
- Strong verbal and written communication skills.
- Strong attention to detail.
- Ability to multi-task.
- Ability to think critically, research multiple systems and provide solutions/resolutions.
- Experience in SAP, sales force or GHX a plus.
- Proficient in MS Office Suite
For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges. We know that the success of our business - and our ability to deliver meaningful solutions - depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential. At Johnson & Johnson, we all belong.