Position Scope:
The Customer Service Lead is fully responsible for all Anika Inc customer orders, documentation, and other activities required to support commercial activities. This position interacts as well as takes the lead with internal departments to complete complex transactions on required timelines. Attention to detail and critical thinking are required skills. They will interact with high-value customers and the International sales team.
Strategic Focus Areas:
- Assist in all manner of corporate communications on the company’s behalf with customers.
- Be able to create, edit, proofread, and maintain documents within the Anika regulatory environment.
- Produce and analyze reports with Excel.
- A solid understanding of the importance of meeting shipment deadlines while managing multiple internal deliverables.
- Must be able to shift priorities effectively in a dynamic environment.
Specific Tactical Responsibilities:
- Become intimately familiar with the Anika Order Entry System.
- Partner with the Logistics team on order processing and document creation.
- Work with the Anika Regulatory team to create a comprehensive Master Control document control system.
- Assist in the timely resolution of safety and quality issues raised by customers or staff.
- Support Anika’s Medical Quality System and Safety and Health Program by following procedures and advising others.
Job Complexity:
The job requires the individual to work on problems of diverse scope. The position exercises broad judgment within generally defined practices and policies and influences others to resolve technical problems and meet schedules. Erroneous or mistimed decisions may cause critical delays or cost impacts and may have an immediate effect on the company’s success. The position interacts internally with peers and management.
Required Qualifications:
- 5 years of experience in a customer service position.
- SAP experience.
- Ability to work independently.
- Must be competent in MS Office programs.
Desired Experience, Knowledge, and Skills:
- Previous experience within the medical device/pharmaceutical industry.
- Demonstrated experience with Microsoft Office Suite and database systems.
- Strong analytical and organizational skills.
- Proactive problem definition and creative problem-solving skills
- Ability to define creative alternatives and recommendations.
- Provide high energy and a readiness to collaborate with internal resources.
- Demonstrated teamwork skills and results orientation.
- Ability to work autonomously, effectively manage time and deliver results on time.
- Excellent presentation skills, both written and in platform presentation format.
We are an equal opportunity employer, and we do not tolerate discrimination based on characteristics such as age, gender, gender identity and expression, genetic status, sexual orientation, race, ethnicity, national origin, religion, disability, military status, family status, or any other protected category under federal, state, or local law.