Customer Service Advocate

Changing lives. Building Careers. Joining us is a chance to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, our colleagues are challenging what’s possible and making headway to innovate new treatment pathways to advance patient outcomes and set new standards of care. SUMMARY DESCRIPTION The primary purpose of this position is to be responsible for the coordination and management of orders on hold, reports, recalls, service agreements, incidents, return management, project management and training ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Resolve Order Management holds daily. Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries Lead and/or support continuous improvement initiatives for the department. Uses best practices and knowledge of internal/external business practices to exceed department service levels. Responsible for running reports (daily, monthly, quarterly) in BI, Oracle, and other systems. This position serves as a liaison with Customer Service, Supply Chain, IT and external vendors. Partner with Quality Team throughout the recall process. Partner with Corporate Complaints team in accordance with the complaint’s procedure. Serve as a point of escalation and handoff for BPO cross-over tasks. Oversee return procedures in accordance with the Gatekeeper process. Process extended service agreements. Tracks and resolve complex system problems. Serve as a mentor and trainer to BPO representatives. Meet and/or exceed goals/KPIs of the position. Handle any other duties and/or projects, as assigned, for the benefit of the organization Adhere to Integra Core Values. The ability to act as an essential employee within the Customer Service Department--having the availability to work on company holidays; ability to work from home if the office/company is closed due to weather related or other circumstances. This position will require in office work. Candidate must be currently authorized to work without future sponsorship required DESIRED MINIMUM QUALIFICATIONS The requirements listed below are representative of the knowledge, skill and/or ability required for his position. Education: Associate's degree or equivalent from a college or university and/or a minimum of five years’ related experience and/or training; or equivalent combination of education and experience. Experience: 3+ years of experience in customer service, accounting, finance, or information systems. Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes. Passion for customers and delivering a world-class service experience. Excellent troubleshooting, problem solving and decision-making skills with excellent attention to detail. Demonstrated critical thinking and analytical skills. Demonstrated ability to embrace change and adaptability. Ability to partner with key internal and external stakeholders, establish effective working relationships. Proven ability to work both independently and in a fast-paced team environment. Ability to follow through and successfully execute tasks while adhering to specified quality standards. Ability to accept increasing responsibility and grow as the needs of the organization increase. Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred. Understanding of Order to Cash processes and related systems. (Oracle, MS Office, Salesforce) preferred. Knowledge of Integra LifeSciences products, services, and business operations a plus. Additional Information: This is currently a hybrid role, and the ideal candidate will be based out of Princeton, NJ. The hybrid schedule requires in-office presence on Tuesdays, Wednesdays, and Thursdays, with the option to work remotely on Mondays and Fridays. This may change pending needs of the business . Salary Pay Range: $23.28 - $31.46 USD Hourly Our salary ranges are determined by role, level, and location. Individual pay is determined by several factors including job-related skills, experience, and relevant education or training . In addition to base pay, employees may be eligible for bonus, commission, equity or other variable compensation . Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Additional Description for Pay Transparency: Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance, and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, Employees are eligible for the following Total Rewards | Integra LifeSciences Integra LifeSciences is an equal opportunity employer, and is committed to providing equal employment opportunities to all qualified applicants and employees regardless of race, marital status, color, religion, sex, age, national origin, sexual orientation, physical or mental disability, or protected veteran status. This site is governed solely by applicable U.S. laws and governmental regulations. If you'd like more information on your rights under the law, please see the following notices: EEO Is the Law | EOE including Disability/Protected Veterans Integra LifeSciences is committed to provide qualified applicants and employees who are disabled veterans or individuals with disabilities with needed reasonable accommodations in accordance with the ADA . If you have difficulty using our online system due to a disability and need an accommodation, please email us at [email protected]. Unsolicited Agency Submission Integra LifeSciences does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. A formal written agreement is required before engaging any agency, and it must be executed and authorized by the Vice President, Talent Acquisition. Where agency agreements are in place, introductions (the initial sharing of a candidate’s name, resume, or background) are position-specific and may only occur within the scope of that approved agreement. Please, no phone calls or emails. Integra - Employer Branding from Integra LifeSciences on Vimeo