Customer Solutions Specialist

The Customer Solutions Representative is responsible for providing quality service in all areas relative to serving the end user, the direct sales force, our distribution partners and our internal customers in a dynamic start-up environment. This position will project a professional company image through all written and verbal communication interactions.

Essential Duties and Responsibilities

• Enters customer orders into the ERP system prior to leaving each day and maintains 100% accuracy rating.
• Interact with, and provide support for Sales Management, Direct Sales Representatives and Alphatec Distributors.
• Answers multi-line phone queue promptly while being professional, clear and concise at all times.
• Provides timely and accurate information to all customer requests.
• Responsible for the daily activities within a designated territory including but not limited to: orders, reports, shipments and issues.
• Coordinates with Marketing, Legal, Medical Education, Regulatory and all other applicable departments for new product launches.
• Coordinates new orders with Materials and Distribution to ensure proper inventory builds.
• Assists Regulatory and authorized representative with the completion and submission of Complaint Forms.
• Interacts with the Accounting Department, Credit & Collections and Pricing Contracts Administrators to ensure proper invoicing.
• Issues Return Materials Authorizations when required.
• Identifies process challenges and / or order fulfillment issues and elevates to appropriate management level for resolution.
• Distributes applicable department reports accurately and according to distribution schedule.
• Attends product training sessions and maintains ongoing product knowledge.
• Attends ACE Spine Course and passes exam with a score of 90% or higher.
• Acknowledges and complies with all Department and company policies.
• Available to work over-time when necessary.
• Recommends process improvements.

Requirements

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Customer service driven
• Excellent leadership ability and interpersonal communication skills
• Ability to prioritize tasks quickly
• Ability to delegate work among members of the team
• Excellent telephone/email etiquette
• Excellent written and verbal communication skills
• Ability to work with minimum supervision
• Outstanding follow-through
• Able to multi-task
• Proficient in Microsoft Word, Excel, and Outlook

Education and Experience

BA/BS or equivalent, and five years experience in a customer service related position. Preferably in the medical device industry.

For roles based in the United States that require access to hospital facilities, must be eligible for and maintain credentials at all required hospitals, including meeting any applicable physical requirements or vaccination requirements (including the COVID-19 vaccine, as applicable).

ATEC is committed to providing equal employment opportunities to its employees and applicants without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, or any other protected status in accordance with all applicable federal, state or local laws. Further, ATEC will make reasonable accommodations that are necessary to comply with disability discrimination laws.

Salary Range

Alphatec Spine, Inc. complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $22 to $25 Full-Time Hourly Range