Customer Care Specialist

Halma p.l.c; Houston (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

TeDan Surgical Innovations, Inc. in Houston, TX seeks a Customer Care Specialist to serve as the essential liaison between the company, customers and distributors.

You will own the end-to-end order process, coordinate product returns and repairs, and support demonstrations with internal and external stakeholders to ensure a smooth buying experience. You will work to improve processes, identify cross-selling opportunities, and maintain high customer satisfaction through effective communication

Qualifications

• Proficient with Microsoft Office Suite and ERP systems.
• Highly organized with the ability to prioritize in a deadline-driven environment.
• Strong written and verbal communication skills; able to build rapport quickly.

Responsibilities

• Own the end-to-end customer order process with internal teams to ensure on-time delivery.
• Coordinate product returns and repairs; support product demonstrations for key stakeholders.
• Develop and monitor customer surveys and metrics to improve satisfaction and Net Promoter Score.

Skills

Microsoft Office

ERP systems

Organizational skills

Communication skills

Education

High School diploma or GED

Job description

TeDan Surgical Innovations, Inc. (TSI) is a global leader in surgical access systems with a specialty focus in spine, neuro, orthopedic and cardiothoracic surgery. For over ten years, TSI has been at the forefront of innovation in surgical access and instrumentation recognised by global industry leaders, teaching institutions and clinician thought leaders around the world. Its company founders, with a combined market experience of over 75 years, have driven numerous successful initiatives resulting in profitable business.

Based in Sugar Land, Texas, TSI is an ISO-certified company, with defined investments in administrative, marketing, RAQA and logistics functions. TSI’s product portfolio includes over 35 spine, neuro orthopedic and cardiothoracic surgical access and disc prep systems, with over 50 registered or pending patents covering all business verticals. TSI products are represented and sold to hospital institutions around the world through a tenured global distribution sales network. TSI’s seasoned marketing and R&D teams work closely with clinician thought leaders to develop new surgical techniques and related product solutions to meet the ever‑evolving needs of the operating room.

Function: Customer Service & Contact Center Operations

Job Type: Regular / Permanent

Role Type: Full time

Location: Houston, Texas

Job Description

Help grow a safer, cleaner, healthier future for everyone, every day.

Job Summary

The Customer Care Specialist is the essential liaison between the company and its customers and distributors in the mission of streamlining the customer buying journey . Ownership of the product order transaction process, from inception to delivery, is at the center of the customer care group focus. Thinking beyond the transactional nature of the product ordering process, the C ustomer Care Specialist will work closely with management for continuous process improvement and identification of cross‑selling opportunities in the customer interaction process.

More specifically, the Customer Care Specialist is the lead in essential product fulfillment functions including o rder process ing , product returns and repairs coordination as well as the implementation of the product demonstration program with the company’s internal and external key stakeholders . The Customer Care Specialist is at the commercial front-line of the customer’s experience addressing their transactional queries, ensuring a streamlined product purchase process, and acting as their advocate relating to any topic in the complete buying, use and ownership experience with the company ensuring optimal customer satisfaction.

We are in search of a “roll up the sleeves” candidate who will take initiative in supporting the growth of a critical commercial function in support of the company’s expansion.

Essential Job Functions

Own the end-to-end customer order process through close interaction with internal teams, from logistics , regulatory affairs to supply chain ensuring complete and on-time delivery

Develop thorough product know-how in terms of configuration set-ups, basic functionality and pricing scenarios enabling effective customer interaction and cross‑selling opportunities

Understand the procedural workflow in order processing, product returns and repairs – offering thoughtful recommendations in efficiency improvements

Monitor and track product demo requests and their timely return to ensure efficient use of demo product inventory by sales organization

Support sales organization with on-demand processing and delivery of supporting marketing collateral

Work with Finance to ensure proper follow-through of account standing and customer payments

Generate product inventory reports to stay ahead of the curve in demand spikes and resource requirements for value‑added services such as repairs and maintenance programs

Develop customer surveys to assess customer satisfaction through defined customer metrics including Net Promoter Score ( NPS ) and Customer Perfect Order ( CPO )

Coordinate the customer feedback process by clarifying product-related complaint s, help to identify the cause of the problem , coordinate correction or adjustment and follow -up to ensure resolution

Build sustainable relationships of trust through open and interactive communication

Generate and monitor open order reports to maintain customer informed on planned delivery and anticipate potential changes in shipping times

Understand and apply company policies including warrant y and terms of sale deliverables

Apply General TSI Quality Management System (QMS), Good Documentation Practices (GDP), Good Manufacturing Practices (GMP), and Complaint Handling through annual TSI Training

Knowledge/Skills/Experience

Familiarity in various software applications – Microsoft Office Suite and ERP systems

Highly organized with the capacity to prioritize in a deadline-oriented environment

Aptitude to eliminate roadblocks in achieving customer satisfaction – a “can do” positive attitude is essential in both internal and external interactions

Excellent written and verbal communication skills

Superb interpersonal skills, including the ability to quickly build rapport with both distribution partners and inside support groups

Able to work comfortably in a fast‑paced environment

Ability to internally and externally discuss and clearly define issues and independently develop course of action/plans

Customer orientation and ability to adapt/respond to different types of personalities and situations

Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues

Preferred Qualifications

High -S chool or equivalent; college degree preferred

Minimum 3+ years in a customer support role

General Requirements

Occasionally requires attending corporate functions

Ability to lift 25 pounds of medical equipment

Occasionally r equires travel ( 5-10% )

Reasonable Accommodations

Tedan Surgical Innovations is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

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