Customer Service Specialist

Position Summary

The Customer Service Specialist is responsible for quote entry, order entry, and other customer-facing activities, to create an exceptional customer experience. As well is responsible to deliver first-hand solutions to internal and external customers.

**Responsibilities**:
**The Customer Service Specialist must**:
Create quotes based on customer requirements and commercial agreements between ASP and the customer's company.

Enter and process return orders and related credit notes.

Respond to all customer inquiries in a timely and accurate manner.

Provide, within the established deadlines, solutions and / or adequate alternatives to resolve complaints received from clients.

Keep customer records updated with account information.

Has knowledge of products and services, internal procedures to answer and guide the customer to have a solution.

High level of commitment in creating an exceptional customer experience.

Coordinate activities and processes between ASP and service providers, including internal and external partners.

Coordinate the order management activities between the Customer Service area and the internal partner (eg: Planning, Logistics, Marketing and Sales).

Identify deviations in operational processes, purpose countermeasures and solve complex problems proactively.

Develop reports and perform trend analysis of various order management key performance indicators (KPIs).

Identifies opportunities for improvement of operational processes, proposes improvements and collaborates in the design and implementation of the improved process.

Responsible for communicating business related issues or opportunities to next management level.

Performs other duties assigned as needed

Knowledge and Skills

Bachelor’s Degree

More than 5 years of experience in a customer service position.

Minimum of 2 years of experience in a Sales or Marketing support position.

Minimum of 2 years as regional LATAM Customer Service.

Extensive knowledge of customer service and order management, including capital goods processing.

Knowledge of group purchasing organizations (GPO), government contracts and healthcare compliance.

Computer skills with an emphasis on Excel, Word, SAP, PowerPoint and Outlook.

Strong time organization skills.

Extensive knowledge in SAP system, SAP 4 HANNA is an advantage.

Excellent verbal and written communication skills, both in Spanish and English.

Experience working within a matrix organization with the ability to collaborate with multidisciplinary teams and drive progress.

Knowledge of Supply Chain processes (Inbound, Outbound, Planning) is highly desirable.

Knowledge of Incoterms and documents for export markets in LATAM is highly desirable

**Some of the traits we value for this role**:
Attention to detail and precision.

Strong sense of urgency.

Strong sense of teamwork and customer satisfaction.

Medical Device / Life Science work experience preferred.

About Fortive

Fortive is a global family of more than 20 industry-leading industrial growth and technology companies, united by a shared purpose: to make the world stronger, safer, and more effective by providing essential technology for the people who accelerate progress. Here, you get the excitement of a “startup” with the stability and predictability of an organization strongly grounded in its roots and with a proven track record of growth. There’s no limit to what you can learn, or the impact you can make: for you, for us, for growth.
About Us

Come join our team at Advanced Sterilization Products (ASP) and be part of a global leader in infection prevention solutions for the healthcare industry. With advanced products, technologies, and workflows for medical sterilization and disinfection, ASP is dedicated to defending the lives of patients, families, healthcare workers, providers, and communities. Add your talent to our extraordinary team and help us in our mission to make healthcare safer for everyone. ASP is based in Irvine, California with core sites in Everett, Washington and Schaffhausen, Switzerland plus many more offices around the world.