Position: Customer Service Supervisor/Marketing Associate
Location: Oberlin, Ohio
This position supports the Synapse Biomedical Marketing and Sales organization administrative and customer service. To assure customer inquiries are answered accurately and professionally in support of continued customer satisfaction. To assist the sales and marketing teams reach their yearly corporate goals and objectives.
Customer Service Responsibilities Include:
Establishes updates and amends Synapse Customer Service policies and procedures.
Manages all customer order processes including but not limited to:
Customer order entry proper documentation and prompt implementation of all orders received via fax, phone or mail.
Check available inventory; provide delivery information on open orders and inquiries.
Investigates, expedites and follows up on orders for customers in emergency situations
Tracks order fulfillment and coordinates orders with operations and finance for billings.
Supports backorder prioritization and execution as needed.
Responsible for the proper documentation of return orders, inquiries and complaints.
Coordinates account contract discount pricing with marketing. Implements pricing into systems.
Maintain customer account files.
Generating sales reports using report writer and excel. Process monthly sales and customer service related reports.
Provides courteous, helpful service to all callers.
Measure customer satisfaction with follow up phone calls as appropriate.
Administrative Responsibilities Include:
Online research of marketing support materials for staff and compiling into summary reports
Coordination meetings, including audio/video conferences, with sales team, customers and marketing partners
Convention arrangements and logistics
Assembling new product release packages
Logistics regarding direct mailing fulfillment
Directing field and customer inquiries to appropriate marketing or clinical manager.
Manage inventory and fulfillment of promotional and clinical materials to field and customers.
Fax; Fed Ex packages, maintain files product line, competitive data and business development files.
Support marketing project related activities and logistics as assigned.
Associate Degree with Bachelor's Degree preferred. Track record of a minimum 3 years as a Customer Service Supervisor, Marketing or Sales administrator. Computer skills with experience with Microsoft Word and Excel required with Powerpoint desired. Ability to work overtime with short notice. Good written and verbal communication skills with the ability to prioritize and execute multiple tasks. Strong organizational skills. Ability to work independently after direction is provided.
Ability to travel on occasion (<10%) is preferred.