Customer Experience Representative

3 weeks ago

Waterloo, Canada NDI (Northern Digital Inc.) Full time

At NDI, our mission is built around using our measurement technologies to improve medical procedures and patients’ lives. This requires product innovation that is achieved through fostering collaboration, trust, and strong relationships. At NDI, you will work with talented people who are ready and willing to push their limits in an environment where learning and exploring new ways of doing things is valued as much or more than experience. We are proud of our heritage, culture and international growth over the past 41 years and are honoured to be a valued partner with the world’s leading medical companies.

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**Role Summary**:
At NDI, we place great value in ensuring that our customers experience the highest level of support throughout the entire sales process and beyond. The Customer Experience Representative is at the forefront of this support. Working alongside NDI’s Strategic and Growth & Portfolio teams, the Customer Experience Representative will be responsible for customer relationship management, from satisfying customer demands to pre-sales quotations to satisfying orders, addressing return material authorization (RMA) requests, and being the main point of contact for our customer’s sourcing/purchasing teams. Oftentimes, this will involve regular conference calls with our customers to discuss open orders and forecasting, and ensuring information from those meetings is conveyed internally all with the goal of ensuring our customer’s needs are met. This is a multi-faceted role which requires an organized, self-directed approach to work with a strong attention to detail, and a genuine enthusiasm to play an integral role in satisfying the needs of our customers.

**Scope of Responsibilities**:
**Pre-sales**:

- First level screening of customer inquiries.
- Provide pricing information, create, and provide quotations as required.

**Sales**:

- Receive and review purchase orders for accuracy, ensuring customers are notified of NDI’s capacity to produce the desired product in a time frame that is acceptable.
- Ensuring that the terms and conditions of sale are understood and acceptable to NDI, and resolving any issues with the customer, with the assistance of NDI legal team when necessary.
- Ensuring accurate entry of purchase orders into NDI’s ERP system and acting as the primary point of contact when communicating with NDI’s customer with acknowledgements or any changes needed on the order.

**Customer Liaison**:

- Maintain close client contact with all assigned accounts acting as the primary point of contact for our customer’s sourcing/procurement teams.
- Participate and collaborate with internal stakeholders to continuously provide exceptional customer service in respective ensemble teams.
- Collaborate with internal global and local cross functional teams to address any business issues and develop strategies for long-term success.
- Contribute to providing solution services to customers requests and issues.
- Provide input in various tasks through maintaining open line of communication and teamwork when forecasting, prioritizing orders, liaising with operations, and manufacturing, etc.
- Maintain thorough documentation of problem status and resolution records (i.e. meeting minutes, entries into Salesforce, create customer complaints etc.).
- Provide support for RMA (Retuned Material Authorization) when necessary, ensuring customer’s products are returned to the correct location, prioritized for repair, and quoted as needed.
- As necessary, assist NDI in improving its procedures and finding efficiencies.
- Comprehend and adhere to the Quality Management System.

**Education and Professional Qualifications**:

- Completion of a 3-year post-secondary degree or diploma program in business, communications, or related discipline.
- 1-2 years of experience with customer management, encompassing various responsibilities such as addressing inquiries, resolving issues, and cultivating strong relationships with clients.
- Experience working with medical devices and familiarity with various regulatory requirements.

**Desired Characteristics/Additional Assets**:

- Enthusiastic, highly motivated, process-oriented, and strong customer focus; works with urgency.
- Exceptional written and verbal communication skills.
- Ability to work effectively and cooperatively as part of a team.
- Proven time-management, planning, and prioritization skills.
- Strong problem-solving skills, organizational skills, and technical aptitude.
- Strong Excell skills to support analyzing data.
- Experience with MS Office, CRM, and ERP tools an asset.

**Why Choose NDI**:

- Generous employer-paid benefits package.
- Company-wide bonus program and annual salary reviews.
- Competitive salary with a Registered Retirement Savings Plan match of up to 4%.
- Employee stock purchase plan.
- It is common in many positions to wor

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