Customer Service Associate

W. L. Gore & Associates; Arizona; Hybrid; USD 52,000 - 72,000; Full time

Job summary

W. L. Gore & Associates is seeking a Customer Service Associate to join the Field Sales Associate Customer Service team in Arizona. The role involves providing superior service to internal customers and supporting our medical devices that improve patient lives.

The position offers locations in Phoenix, Tempe, or Flagstaff with a potential for a hybrid work arrangement, reflecting Gore’s flexible working policy.

Qualifications

• Bachelor's degree or minimum 3 years of demonstrated experience in a customer-support role with high call volume where accuracy and process discipline are essential.
• Demonstrated experience in navigating through multiple software systems and applications.
• Effective and professional communication skills both written and oral in the region you are supporting.
• Skilled in using Microsoft Office Suite.
• Strong organizational, time management, and multi-tasking skills.
• Flexible, open-minded, and solution-oriented team player.
• Ability to work holidays as required.
• Ability to adapt to a changing environment and execute effectively in high pressure situations.
• Ability to stay focused on individual, team and divisional goals and objectives, and work independently and in a team environment.
• Demonstrated experience to comprehend, recall, and explain complex transactional information to customers and rely on instructions and pre-established guidelines to perform required tasks and resolve problems promptly.

Responsibilities

• Order processing using an ERP system.
• Inventory management and returns handling.
• Manage internal customer requests through Phone, Email, Fax and Movemedical (web based order system).
• Providing assistance to Field Sales Associate with system tools.
• Trouble shooting issues and questions around system tools for our field sales team.
• Serve as a liaison between the internal and external customer and the business to achieve exceptional results.
• Manage individual commitments while maintaining awareness of day to day demands.
• Identify and anticipate the needs of the customer.
• Utilize systems, tools, and knowledge to show expertise when handling inquiries.
• Proactively identify opportunities for process improvements that drive efficiency and enhance the customer experience.

Skills

Customer support

MS Office

Communication skills

Time management

Team player

Adaptability

Education

Bachelor's degree

Tools

Salesforce

SAP

Job description

About The Role

The Medical Products Division islooking for a Customer Service Associate to join our Field Sales Associate Customer Service team. In this role, you will provide superior service and solutions to our internal customers by supporting our medical devices that improve the lives of patients worldwide.

The Medical Products Division islooking for a Customer Service Associate to join our Field Sales Associate Customer Service team. In this role, you will provide superior service and solutions to our internal customers by supporting our medical devices that improve the lives of patients worldwide.

This position will be located at our facility in Phoenix, Tempe, or Flagstaff, Arizona with the possibility of a hybrid work arrangement.

Responsibilities

• Order processing using an ERP system
• Inventory management and returns handling
• Manage internal customer requests through Phone, Email, Fax and Movemedical (web based order system)
• Providing assistance to Field Sales Associate with system tools
• Trouble shooting issues and questions around system tools for our field sales team
• Serve as a liaison between the internal and external customer and the business to achieve exceptional results
• Manage individual commitments while maintaining awareness of day to day demands
• Identify and anticipate the needs of the customer
• Utilize systems, tools, and knowledge to show expertise when handling inquiries
• Proactively identify opportunities for process improvements that drive efficiency and enhance the customer experience

Required Qualifications

• Bachelor's degree or minimum 3 years of demonstrated experience in a customer-support role with high call volume where accuracy and process discipline are essential
• Demonstrated experience in navigating through multiple software systems and applications
• Effective and professional communication skills both written and oral in the region you are supporting
• Skilled in using Microsoft Office Suite
• Strong organizational, time management, and multi-tasking skills
• Flexible, open-minded, and solution-oriented team player
• Ability to work holidays as required
• Ability to adapt to a changing environment and execute effectively in high pressure situations
• Ability to stay focused on individual, team and divisional goals and objectives, and work independently and in a team environment
• Demonstrated experience to comprehend, recall, and explain complex transactional information to customers and rely on instructions and pre-established guidelines to perform required tasks and resolve problems promptly

Desired Qualifications

• Experience in a customer service/call center environment or international business setting
• Working with a global ERP system, SAP system, Salesforce and/or inventory management, providing support and minor trouble shooting
• Project Management and process improvement experience

This position offers a hybrid work arrangement in the country from which the Associate is employed. Eligibility is dependent on the responsibilities of the role and business needs, and the Associate must agree to comply with Gore’s work arrangement policies.

What We Offer

Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow.

We provide benefits that offer choice and flexibility and promote overall well-being. And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for “profit-sharing”. Learn more at gore.com/careers/benefits

Gore is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a protected veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations.

Gore is committed to a drug‑free workplace. All employment is contingent upon successful completion of drug and background screening. Gore will consider qualified applicants with criminal histories, e.g., arrest and conviction records, in a manner consistent with the requirements of applicable laws.

Gore requires all applicants to be eligible to work within the United States. Gore generally will not sponsor visas unless otherwise noted on the position description.