Customer Service

As a Customer Service & Operations Support Supervisor, you will be part of a global team that is changing the treatment of stroke and other vascular diseases with innovative products and new technologies. You will provide front-line support for customer service and be an in-house resource for Australian and APAC customers. You will be responsible for supervising and overseeing the daily operations of the office and staff keeping track of key performance indicators (KPIs) across a variety of functions, including IT, customer support, and finance. You will also be responsible for monitoring compliance with operational policies and the progress of administrative tasks including managing inventory. The role includes hands on duties on the day-to-day operations/ processing for Customer Service & Operations and you will have the opportunity to work on a variety of projects with colleagues at all levels, in an atmosphere of teamwork and open communication.

**What You'll Work On**:

- Manage, oversee, and support a variety of Customer Services duties
- Provide front-line support for customer inquiries and serve as the in-house resource for the sales operation and be the point of contact on escalated issues.
- Assist the team with order processing in our SAP System.
- Direct product orders to hospitals.
- Manage the Consignment process
- Manage all Special Access requests.
- Generate and process Returned Material Authorizations (RMAs) via Complaint Reporting and SAP systems.
- Maintain all activities related to customer set-up/modification (i.e., addresses, 3rd party freight, sales rep alignment, payment terms, etc.)
- Ensure compliance with SAP, Quality Management System (QMS) and financial requirements with respect to shipping of travel stock inventory to sales reps, documenting usage and billing activities, coordinating expiration management for Travel Stock and Consignment inventories, overseeing call maintenance for metrics, and maintaining excellent customer relations.
- Manage, oversee, and support a variety of reconciliation duties.
- Process manual reconciliation analysis for both the Travel Stock and hospital Consignment programs while following work instructions and ensuring accuracy. Generate audit packets for both the Travel Stock and hospital consignment analysis.
- Completely close out and reconcile Travel Stock submissions to the lot ID level by the end of each quarter. Send confirmation of closure to senior management once all Travel Stock locations have been reconciled to 100% for the quarter.
- Perform, as needed, transactions in SAP to update lot IDs within specific hospital locations to ensure that SAP reflects inventory with current expiration dates.
- Inspect/disposition RMAs.
- Serve as a backup for accounts payable processing in SAP.
- Act as frontline support for International Regulatory Audits; specifically serving as the Medical Device Single Audit Program (MDSAP) resource for Penumbra’s Australian site.
- Report customer complaints, through the Complaint Handling process, to Product Surveillance and assist the Product Surveillance team in obtaining all needed data for complaint investigation and vigilance reporting.
- Manage and execute projects that impact the QMS, including scheduling, managing timelines, problem solving, and implementing solutions.
- Proactively seek system improvements and maintain compliance while continuing to make systems leaner and more intelligent.
- Communicate QMS issues to upper management, and presenting solutions when possible.
- Communicate and train internal customers when processes are changed as well as coordinate and oversee training activities to ensure compliance with regulatory requirements for the office.
- Conduct quarterly plan and Strategic Map reviews with management team.
- Maintain accurate record of required sales expenses, customer files and field sales reports, communicating required information as needed.
- Select, manage, train, and develop staff. Establish objectives and assignments and provide ongoing feedback through performance reviews and development plans.

**What You Bring**:

- The desire to work with a great team and learn something new every day.
- A strong customer service and problem-solving orientation.
- A Bachelor's degree in business administration, biomedical, life or physical sciences, or related field with 5+ years of experience, or equivalent combination of education and experience.
- 1+ years of experience in a supervisory role strongly preferred.
- Medical device, pharmaceutical, biotech, or other regulated industry experience preferred.
- Knowledge of Quality System Requirements (QSR), International Standards Organization (ISO), MDSAP and other applicable regulations and laws.
- Strong statistical methodologies and analysis skills.
- Training and experience in performing internal and external audits.
- A knack for prioritizing and handling multiple tasks in a fast-paced environment with daily deadlines.
- Excell