Position/Title: Customer Service Account Executive
Department: Sales & Marketing
Supervisor: Senior Manager, Customer Service
FLSA Status: Exempt
About the Company: Valencia Technologies is a neuromodulation company transforming the standard of care for urgency urinary incontinence with the development of our revolutionary eCoin technology. Valencia Technologies is ramping up all aspects of business to deliver effective therapy and impact the lives of millions. Join our mission to become the market leader in overactive bladder care as we bring patients and physicians a better therapy now and beyond, put patients first, and be a place of respect, excellence, and honesty for our employees and clients.
Job Summary: We are seeking a Customer Service Account Executive to join the Valencia TechnologiesCustomer Service team. The ideal candidate should have 3-5 years previous experience in medical devices. Must be energetic and able to handle a variety of responsibilities including, but not limited to; management of order entry, return material authorizations, issue intake, field inventory tracking, surgical lab coordination, and general customer inquiries as well as overall customer workflow. You must be well organized, detail oriented, neat and personable. A positive attitude, a stickler for details and pleasant phone and email tone is essential.
Responsibilities/Tasks: As Customer Service Account Executive, you will be responsible for:
- Serve as the lead point of contact for all customer account management matters
- Build and maintain relationships and professional correspondence with physicians and VT staff regarding case specifics, shipping and billing information, and deliverables
- Oversee and process all incoming orders
- Communicate and process RMA's
- Manage field inventory tracking
- Coordination of surgical labs
- Gather information and process incoming issues efficiently
- Answer incoming email inquiries and phone calls
- Collaborate with internal teams regarding case status, complaint intake, and customer inquiries
- Act as a customer advocate with a focus on improving the customer experience
- Engage in regular customer satisfaction conversations and work with various departments to ensure customer expectations are met
- Sustain high level of product knowledge
- Adhering to ISO 13485, HIPAA Regulations, and the Quality Management Systems standard operating procedures and work instructions
Duties include the exercise of discretion and independent judgment with respect to matters of significance.
Qualifications: - Associate degree in sales, communications, or related field or 3-5 years previous experience required
- Exceptional verbal and written communication skills
- Adaptability and strong problem-solving skills
- Excellent active listening skills
- Ability to build rapport and collaborate with internal and external customers
- Understanding of consumer behaviors and industry trends
Benefits: - Medical Insurance
- Dental Insurance
- Vision Insurance
- 401K with Employer Matching
- Paid Time Off
- Paid Holidays
- Professional Development Reimbursement
- Annual Bonus Eligibility
Valencia Technologies is proud to be an equal opportunity workplace and is an affirmative action employer.