Customer Service Representative

Surmodics is pursuing highly differentiated medical devices that are designed to address unmet clinical needs and engineered to the most demanding requirements. This key growth strategy leverages the combination of the Company’s expertise in proprietary surface technologies, along with enhanced device design, development and manufacturing capabilities.

The Company mission remains to improve the detection and treatment of disease. The Customer Service Representative is responsible for providing superior customer service,  coordinating the order fulfillment efforts to ensure Surmodics IVD customers’ delivery dates are met while ensuring customer order requirements are completed.  Responsibilities  Customer Service & Order Fulfillment (90%) •    Executing the quote generation and approval process in the CRM system.•    Maintain accurate and current pricing records in the ERP system.•    Ensure that all customer requirements are documented and followed for new orders.•    Generating all order and shipping related documentation.•    Processing customer orders after verifying pricing, following customer requirements and product allocation.•    Triaging stock out situations and/or executing the custom product order fulfillment process.•    Maintaining and augmenting the CRM as new customer demographic information becomes available.•    Prompt documentation of errors, customer feedback and returns.•    Answering inbound phone calls.

Process Improvements (10%) •    Develop and standardize sales and order fulfillment processes that are in alignment within the business unit goals.•    May work on ERP, CRM and E-Commerce system improvement initiatives.

Minimum Qualifications

•    2+ years’ experience in a customer facing environment and/or a bachelor’s degree in business administration/marketing.•    Ability to provide superior customer service.•    Task oriented and embodies a sense of urgency in daily work with high attention to detail.•    Excellent organizational skills to manage the order process from placement to shipment.•    Excellent interpersonal skills while working with internal & external customers to ensure execution of the order fulfillment process.•    Excellent verbal (telephone) and written (email) communication skills.

Surmodics determines base pay by evaluating market data, internal equity, skills, abilities and level of experiences for each unique, potential employee.   Surmodics offers a competitive compensation and benefits package, including a bonus program, 401(k) with employer match, tuition reimbursement and student debt repayment program.

Surmodics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Targeted Salary Range$55,600—$77,900 USD

SurModics is a leading provider of surface modification technologies for the healthcare industry. With a history dating back to 1979, the company has been at the forefront of developing innovative solutions to enhance medical devices and improve patient outcomes. SurModics' cutting-edge technologies are used in a wide range of applications, from drug delivery systems to diagnostic assays, making a significant impact in the field of healthcare.