Customer Service Representative

At Innovatus our people are driven to rapidly provide outstanding customer value in everything they do. They have pride in knowing that what they do is important, and that they are relied upon by countless medical patients around the world. The source of their excellence is anchored in their honesty and integrity. There are many choices to make on any given day, and our people are always seeking to do the right thing in a courteous way. They truly believe career satisfaction is enabled through hard work, solving problems head-on with their teammates, and using these new solutions to make themselves and the company better for the next time. By working together in this way, they have built excellent business and technical judgement, a command of the facts, and the confidence to have a strong bias toward action. Customers can clearly see that when they interact with the Innovatus team they are experiencing industry-leading solutions with remarkable speed.

Job Summary:

Customer Service Representative provides 1st line customer support to the company’s external customers. The Customer Service Representative is responsible for managing all activities associated with the entire customer order realization process phases in the allotted time which include order initiation, loaner inventory verification and availability, quoting and order approval follow-up, repair follow-up, shipping follow-up, order closeout, and finally, order status communication with accounting.

The MRI Customer Service Representative reports to the Director of Supply Chain and Customer Experience.

Duties and Responsibilities:

In addition to various tasks assigned by the supervisor the following are basic duties and responsibilities:

• Provide 1st Line Customer Service, facilitate resolution of customer concerns.
• Utilize various communication systems including the ERP platform to professionally

handle customer calls, instant messaging, and emails regarding orders, and customer

requests.

• Enhance the customer experience through responsive and reliable support.
• Assess customer situations and determine appropriate type and level of support needed.
• Process information utilizing ERP system and the Traveler App.
• Leverage ERP reports to initiate customer calls regarding loaners due back to the

company and enforce Innovatus Imaging Terms and Conditions

• Utilize ERP system to track lost order due to lack of available loaners for Management

and Sales visibility and action.

• Track and monitor order progress through repair process provided the customer

informational updates when necessary.

• Communicate with required internal departments and Management customer

requirements to provide timely and quality repaired product

• Update records with appropriate information throughout the entire order realization

process.

• Resolve data entry issues.
• Support the order realization process improvements by providing input on efficiency

opportunities.

• Capture and document customer feedback in the Feedback section of the Pittsburgh QMS
• Address E2 discrepancies effectively, and efficiently.
• Provides prompt and accurate information to the accounting department to ensure

invoices are processed in a timely manner for shipped product back to the customer.

Competencies:

• ERP System experience
• Customer Service oriented
• High standard for quality of work and attention to detail.
• Effective professional communication skills both orally and written.
• Quick learner and ability to multitask.
• Ability to follow defined processes.
• Excellent organizational skills.
• Curious learner with aptitude for continuous improvement.
• Work as part of a team.
• Identify and escalate situations to manager/supervisor.
• Effectively cope with change.
• Prioritize tasks based on time sensitive situations.
• • Associates Degree preferred
• • 2 years’ experience in progressive logistics, sales, or customer service
• • Highly developed analytical skills and use of supporting software.
• • Skilled and experienced in dealing with multiple levels of internal and external personnel,
• external customers, and third-party entities.
• • Interface with customer personnel in the order realization process and the settlement of any
• disputes both internally and externally to Innovatus Imaging.
• • Proficiency with Microsoft Office Applications and data reporting tools.
• • U.S. Citizen or Legal Resident Alien

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Pittsburgh, PA 15238 (Required)

Work Location: In person