Your Role At Vantive
What You'll Do
- Provides first point of contact for all customer inquiries and product/service complaints through phone, fax, email, or online.
- Provides first point of contact for order entry for both institution and Home Patient.
- Thoroughly documents all inquiries in adherence with company procedures.
- Redirects complex or specialized concerns to appropriate team for follow up (e.g. -- medical inquiries, technical product support) when applicable
- Expedites customer orders as required.
- May provide guidance and training to department new hires
- Investigates and resolves problems related to shipment of products, returns, credits, and orders.
- Handle processing and issuing credits for returns.
- Sets-up new patients as per key requirements, maintains other records, and prepares customer required reports
- Patent management for inbound and international travel requirements
- Supports resolution of errors within GFax and EDI transactions
- Manages cycler deployment process
- Manage sample export and input order
- Prepares key customer/patient metric reports and resolves
- Resolves customer questions, and handles requests, where judgment and initiative are required to resolve and/or make recommendations.
- Perform initial data collection for product complaints and adverse events which may include: evaluate complaint for need to investigate and coordinate sample retrieval, provide complainants resolutions (written or verbal) communication for known issues, notification to third parties of product complaint.
What You'll Bring
- Minimum of 2 years' experience in customer service
- High school diploma / bachelor's degree in related field
- Must be a fully bilingual in French and English
- Exceptional verbal and written communication skills
- Ability to thrive in a very fast paced environment
- Analytical and business problem-solving skills along with the ability to ask the right questions and lead conversations.
- Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals).
- Strong ability to multi-task.
Nice To Have
- Bachelor's degree preferred in life science, health science, or related discipline.
- Prior experience in the healthcare/medical device industry
Vantive is committed to supporting the need for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.
Reasonable Accommodation
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