Intuitive Surgical Careers

Customer Service Representative 1

US-CA-Sunnyvale, California
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 190027


Company Description:

Who is Intuitive Surgical? The numbers tell an amazing story. Learn more about our company.

Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority.

Position Description:

Are you inspired by innovation, talent and technology? Do you thrive in a customer centric environment?
If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the most innovative medical device companies in the world.

As part of the Customer Care Team, you will provide front line support to our customer’s concerns in a fast paced and dynamic environment while promoting customer advocacy through your actions. Responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting scalable support solutions which align with our company and business objectives. Among your many attributes, you are a self- starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn. You also have experience with customer service, sales, marketing and supply chain.

Job Duties and Responsibilities:

• Successfully resolve routine problems with poise, professionalism, and a genuine desire to promote customer advocacy and continuously provide accurate information with a goal of exceeding customer expectations.
• Professionally handle inquires through phone, email, and chat while developing strong working relationships with various medical professionals, including high profile surgeons, hospital administration, and ISI sales representatives.
• Strive to be an expert! Learn and maintain continuous knowledge of Intuitive products, pricing and services.
• Accurately process daily order entry transactions and follow up on incomplete shipping
• Process product returns and exchanges using CRM in adherence to regulatory compliance and documentation requirements
• Possess general knowledge of financial and regulatory compliance as it relates to sales order processing and return process
• Handle complaints from internal and external customers within the allowed timeframes and follow-up on operational issues
• Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
• Maintain an appropriate level of confidentiality with regard to customer and company matters
• Complete projects and general administrative functions as assigned
• Foster and contribute towards a positive and collaborative culture

Skill/Job Requirements:

• Minimum of 3 years’ experience in a customer support role and/or order management environment
• Must possess a High School Diploma or GED
• Exhibit a strong work ethic, professionalism, positive attitude and proactive approach to servicing external/internal customers
• Demonstrated ability to provide a great customer experience through written and verbal skills
• Strong knowledge of Microsoft Office applications. SAP, SAP/CRM and a plus
• Experience working with Field Sales and Service a plus
• Demonstrated ability to multitask and work independently in a high paced environment

We are an AA/EEO/Veterans/Disabled employer.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.