Customer Support Representative

This position serves as an extension to the Field Corrective Action Team to interface with internal and external customers on Recalls and maintain electronic documentation for the department. This role will perform tasks which require a working knowledge of computer and Microsoft Office tools, organization skills, communicating with internal and external customers and good documentation practices.

- Triage, investigate and respond to incoming customer inquiries on recalls and safety notices. Escalate and relay messages to appropriate support teams (i.e. customer service, service, etc.)
- Data entry and reconciliation of customer responses (email, website, reports, databases, etc.) using tools such as MS Office and other Olympus software such as SalesForce.
- Work with external vendors for mailing to troubleshoot deliveries and customer responses
- Use tools such as MS Word and Excel to support the preparation of customer communication and associated collateral such as customer mailing lists and letters.
- Maintain good documentation of records of department activities for audit preparedness
- Provide additional administrative support as required to assist in the completion of field actions

Quals--
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the, education, knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

* High School diploma (or equivalent) Associates Degree preferred
* Minimum five years of work experience in roles involving written business communication and/or record retention.
* Work experience in a regulated industry (medical device, etc.) or quality related support function preferred.
* Proficient with standard functions in Microsoft tools (Word, Excel, Teams, etc.)
* Strong organizational skills, takes initiative and attention to detail
* Ability to work independently within instructions and established procedures
* Demonstrated strength in professional business communication with internal and external customers

EXPECTED COMPETENCIES: Communicating Effectively, Demonstrating Self-Insight and Awareness, Accepting Direction & Responsibility, Adapting to Change, Supporting Co-workers
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