Loaner Operations Associate

Job Title: Loaner Operations Associate

Report To: Loaner Operations Manager

Division: Medacta USA

Location: Memphis, TN or Franklin, TN

Duties & Responsibilities: Include the following. Other duties may be assigned.

• Execute the planning and scheduling for loaner requests via MyOps. If a Loaner kit is not available, schedule and coordinate Agent to Agent or Rep to Rep Loaner Kit or inventory Transfers between agents in the field.
• Day to Day order management problem solving and fast paced account management via the Navision and MyOps platforms.
• Execute time sensitive Courier shipments when necessary via our 3rd party business partners.
• Track all shipped loaner requests to assure they are received back in full, and are returned back as scheduled.
• Manage FedEx “Missed or late delivery issues”. Resolve with Customer to ensure case is minimally impacted and to determine next course of action.
• Proactive Communication daily with Customer Service regarding loaner demo/marketing requests and ticket replenishments involving loaner kits when assistance is required of them.
• Assists Customer Service Department with phone calls and other CS related functions when required. IE: Training and backup purposes due to a CSR Illness.
• Process Loaner Kit replenishment implant usage tickets daily if required. Implant usage tickets are submitted by sales reps, which is forwarded directly from Customer Support.
• Ensure extended Loaner Kits associated with loaner implants used for a case, in addition to Agent to Agent Loaner kit Transfers, are replenished timely and correctly. Ensure to provide the correct system transfer information to the warehouse department.
• Answer Loaner Ops related phone calls and emails. Call back and email responses by close of business that business day or notification to customer otherwise of follow up timeframe.
• Help manage the “Loaner Order Tracking Log” to keep it accurate and current.
• Interacts effectively with sales personnel & 3rd party business partners with a strong sense of urgency and professionalism.
• Assist the Loaner Operations Manager or Operation Director when necessary to assess Loaner Operation inventory needs and source the necessary instruments/implants via field reallocation.

Qualifications/Education

• 2 to 5 years’ experience in customer service
• Minimum some College
• Excellent customer service, communication, and interpersonal skills
• Keen attention to detail; demonstrated sense of urgency
• Strong computer skills including Microsoft office with emphasis on excel
• Experience with databases/ERP systems such as Microsoft Dynamics NAV (Navision)/SAP
• Experience or strong interest in the medical industry preferred
• Able to handle multiple tasks and stay organized
• Ability to adapt on the fly and tackle all challenges in a fast paced and at times a highly challenging business environment