MedTech Customer Care Associate - Backorders & Escalations

enovis; Tijuana; On-site; MXN 268,000 - 357,000; Full time

Job summary

Enovis in Tijuana, MX is seeking a Customer Care Associate to be the primary contact for customers by phone and email, handling inquiries, orders, escalations and service issues with a strong focus on total customer satisfaction.

The role requires coordinating with Supply Chain and Manufacturing to confirm ETAs, processing orders accurately, documenting interactions, and fostering professional relationships with customers and internal teams.

Qualifications

• Minimum 2 years of experience in customer service role preferred.
• Experience in MedDevice/Manufacturing industry preferred.
• Passion for exceeding Customer expectations.
• Proven success in building rapport with customers.

Responsibilities

• Handle inbound and outbound customer calls, providing timely and accurate information regarding orders, products, pricing, and service inquiries.
• Process customer orders accurately and efficiently, ensuring all orders are entered and managed according to established procedures.
• Expand the relationships with the field by proposing alternative solutions when applicable.
• Collaborate with Supply Chain and Manufacturing to determine accurate ETAs for deficient products.
• Manage customer communications through email, ensuring prompt responses and resolution of customer requests and concerns.
• Recognize and solve problems of high-level customer service issues.
• Ability to explain complex issues in an easy and understandable manner.
• Gather and document data requirements by customers and coordinate with data analyst for any data needs.
• Coordinate with different areas in the department to ensure that customers' needs are fulfilled in a timely manner.
• Represent the company professionally, ethically, and morally always.
• Document customer interactions and follow up on open requests received via calls and email.
• Other duties as assigned .

Skills

Customer service

MedDevice

Oracle

Salesforce

Agile

Communication

Relationship building

Data analysis

Tools

Oracle

Salesforce

Agile

Job description

Enovis in Tijuana, MX is seeking a Customer Care Associate to be the primary contact for customers by phone and email, handling inquiries, orders, escalations and service issues with a strong focus on total customer satisfaction.

The role requires coordinating with Supply Chain and Manufacturing to confirm ETAs, processing orders accurately, documenting interactions, and fostering professional relationships with customers and internal teams.