Lead, Customer Service Representative (Amstelveen, Netherlands)

Customer Service           ·          Amstelveen, Netherlands            ·       Full time

Lead, Customer Service Representative (Amstelveen, Netherlands)

• EMEA, Netherlands, Netherlands
• Minimum Level of Education Required: Bachelors Degree
• Percentage of Travel: No travel required
• Location: Amstelveen, Netherlands
• Ref#: 106256

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Job Summary and Primary Responsibilities

Interacts with customers and company service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents or trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements and product pricing. Ensures service information remains accessible by sorting and filing documents and forms. Schedules field service repair calls as needed and resolves return credit problems.

Primary Responsibilities

• Processes all sales orders in accordance with the surgery booking guide and promotes template utilization for sales representative
• Participates in the development of proactive methods of communication with customers to drive continuous improvement
• Provides post-sales support by engaging customers for the timely return of sets and implants
• Reviews data regarding complaints and change orders, and resolves customer complaints with product upgrades or price adjustments as required
• Prepares and analyzes reports on product distribution and collection
• Helps develop procedures to provide consistently high levels of customer service, operations, sales support and distribution
• Leads invoicing activity on a daily basis to hit targets around clearing all billing for month and quarter ends
• Performs other duties as assigned

Required Skills / Capabilities

• Excellent analytical, problem solving skills, organization and time management skills
• Superior interpersonal skills with the ability to collaborate and drive improvements in a multi-cultural environment
• Expert proficiency in MS Office applications with the ability to collect accurate data, establish facts, and draw valid conclusions
• Advanced ability to read and interpret documents, and communicate effectively to internal and external business groups

Education and Experience

• Typically requires a minimum of 4-6 years of related experience
• High school diploma or equivalent required
• Preferred experience in Medical Devices Ortho/ Spine Business

For roles 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).

NuVasive 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, age, or protected veteran status and will not be discriminated against on the basis of disability. The “EEO is the Law” poster options are available here. NuVasive’s EEO policy is available here.

About NuVasive

NuVasive, Inc. (NASDAQ: NUVA) is the leader in spine technology innovation, with a mission to transform surgery, advance care, and change lives. The Company’s less-invasive, procedurally integrated surgical solutions are designed to deliver reproducible and clinically proven outcomes. The Company’s comprehensive procedural portfolio includes surgical access instruments, spinal implants, fixation systems, biologics, software for surgical planning, navigation and imaging solutions, magnetically adjustable implant systems for spine and orthopedics, and intraoperative neuromonitoring technology and service offerings. With more than $1 billion in net sales, NuVasive has approximately 2,700 employees and operates in more than 50 countries serving surgeons, hospitals, and patients. For more information, please visit www.nuvasive.com.

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