Customer Experience Liaison

5 days ago

Waterloo, Ontario, Canada Northern Digital Inc Full time
Customer Experience Representative Description

At Northern Digital Inc., 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.

As a Customer Experience Representative, 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 honored to be a valued partner with the world's leading medical companies.

Key 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 lines 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 (Returned Material Authorization) when necessary, ensuring customers' 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.

Requirements

  • Completion of a 3-year post-secondary degree or diploma program in business, communications, or related discipline.
  • 2+ years of experience in customer management, sales support, and sales operations.
  • Experience working with medical devices and familiarity with various regulatory requirements.

Preferred Qualifications

  • 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 Excel skills to support analyzing data.
  • Experience with MS Office, CRM, and ERP tools an asset.

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