Senior Customer Service Representative

Changing lives. Building Careers.

Joining us is a chance for you 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, more than 4,000 of us are challenging what’s possible and making headway to help improve outcomes.

GLOBAL MISSION

Ensure a high level of customer satisfaction by serving as the primary liaison between customers and Integra's service organization. Coordinate and manage service and repair activities throughout the customer service lifecycle, including customer inquiries, repair administration, quotations, maintenance contracts, invoicing, loan equipment, and service-related communications.

Act as a key point of contact for customers requiring technical service and repair support, ensuring timely communication, efficient case management, and effective resolution of customer requests. Collaborate closely with Sales, Technical Support, Field Service, Logistics, Finance, and other internal stakeholders to ensure seamless service delivery and adherence to company processes.

Contribute to business success by delivering an outstanding customer experience, maintaining accurate administrative records, supporting contractual obligations, and ensuring the efficient execution of operational activities.

RESPONSIBILITIES

Availability and Customer Support

- Ensure that all customers can contact Integra via telephone or email.
- Ensure that customer inquiries are directed to the appropriate contact within the organization and receive a timely response.
- Ensure that customers who do not use the standard communication channels (email and telephone) have access to the appropriate Integra contact information.

Customer Inquiry Management

- Process customer inquiries regarding repair status, quotations, orders, and loan equipment.
- Receive, document, and forward customer complaints to the appropriate departments.
- Receive and process Depot and Field service requests.
- Proactively follow up on customer requests through to resolution.
- Ensure an initial response is provided within the required timeline or appropriately escalate the matter to the direct supervisor when necessary.

RMA Request Management

- Create and provide RMA numbers to customers within the required timeline.
- Enter and update information in the ERP system.
- Ensure administrative follow-up of RMA cases.

Quotation Management

- Product assessments are performed by technicians and recorded in detail within the system.
- Ensure that all information required for the quotation is accurate and up to date, including market data, transportation details, contracts, and commercial conditions.
- Prepare, review, and issue quotations to customers within the required timelines.
- Follow up on quotations until approval or rejection.

Invoicing

·        Ensure invoices are issued within the required timeline following the completion of the repair.

·        Ensure that internal invoices are issued before the end of each week.

·        Ensure that invoiced prices are accurate and in accordance with applicable contracts, commercial agreements, or approved quotations.

·        Work with the relevant departments to resolve billing inquiries or disputes.

Loan Equipment Management

·        Verify the availability of loan equipment according to customer requirements in coordination with the team responsible for loaner asset management.

·        Prepare loan agreements or contracts in accordance with customer requirements and company procedures.

·        Ensure administrative follow-up of loan equipment throughout the loan period.

·        Ensure the return of loan equipment upon completion of the repair.

·        Manage the invoicing of loan equipment when applicable, in accordance with contractual and commercial terms.

Preventive Maintenance (PM) and All-Risk Contract Management

·        Collaborate with Sales teams to prepare quotations for Preventive Maintenance (PM) and All-Risk contracts in accordance with the applicable pricing guidelines.

·        Ensure that contracts are accurately recorded in the ERP system and invoiced in accordance with contractual terms and conditions.

·        Provide administrative follow-up of contracts throughout their validity period.

·        Plan and monitor preventive maintenance activities in line with contractual commitments.

·        Coordinate repairs covered under contract and ensure that agreed service levels are met.

QUALIFICATIONS / EXPERIENCE & INTERPERSONAL SKILLS

- Commercial or technical education.
- Minimum of 2 years of experience in Customer Service.
- Basic technical understanding.
- Excellent communication and customer-oriented skills.
- Very good command of English and native-level proficiency in the language of the supported market.
- Good knowledge of Microsoft Office applications and ERP systems.
- Ability to work independently and effectively within cross-functional teams.
- Strong organizational, planning, and problem-solving skills.

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.