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Customer Service Associate

Kelly Services Fort Lauderdale Full-Time
$16.00 - $17.00 / hour
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Kelly Services is seeking a fulltime Customer Service Associate for one of their client to be part of their team and an asset to the company's USA organization. Ideal Customer Service Associate will have experience in medical device research is preferred, includes responsibility for coordinating and managing all aspects of clinical and commercial activities to maintain regulatory compliance and meet company timelines and goals for the clinical development program. PRIMARY JOB FUNCTION: The position reports directly to the Vice President, and oversees all domestic sales support and logistics functions for both Sales Leadership Team as well as the Independent Distribution Network in the USA. Essential Duties and Responsibilities: Operations and Sales Support Need to have the ability to learn the clinical disease states need answer surgeon questions related to product usage Be able to comply to regulations of regulatory bodies Manage process flow definition for ERP integration projects Use of CRM for development into Exact ERP system Work with Exact ERP to process orders and invoices Manage Instrument sets/units for on-boarding new surgeons/hospitals Conduct thorough analysis of customer inventory levels in comparison to sales volume Proactively monitor inventory levels in partnership with the sales team and internal departments Manage excess inventory and monitor to ensure product is received Resolve errors and/or discrepancies with regards to inventory with Customer Service, Field Auditors, and with customers as needed Follow appropriate procedures and ensure customers are in compliance, from an inventory standpoint Provide information on inventory levels and usage for the sales team Distribution of sales reporting & analytics. Work with sales management team to develop the quarterly sales forecast and coordinate with operations to assure that inventory is available to meet requirements Monitor ongoing sales trends Actively participate in development and implementation of sales programs, and all other development projects that relate to field execution Coordinate contract agreement process including creation, revision, and execution of documents Hospital pricing quotes & contract pricing administration Perform research to support presentations and preparation of presentation data for sales team Assist in operational management of relationships with distributor partners Develop and distribute necessary contract agreements in conjunction with the company's USA legal team for all distribution partners Manage distributor price lists Distributor database management Manage and execute distributor on-boarding process, including contracts, demo starter kits, marketing collateral and all on-boarding forms Liaise between USA / EU team, distributor partner, and internal operations team to effectively integrate distributor partner into the USA Distribution Network Serve as main point of contact for distributor partners Assist with annual physical field consigned inventory process Provide support to clinical accounts May include the need to organize investigator-s start-up meeting and study site initiation meetings. Ensure procedures are in place for appropriate optimization of patients into the clinical trial. Monitoring the assigned clinical trial following company SOPs and in accordance with GCP. Planning the requirements for clinical trial material, ordering clinical trial material (head office or local comparators), setting up and monitoring the systems whereby the Clinical Research Assistant can ship material to the investigator, maintaining procedures to account for the material, checking the expiration of material and requesting extensions if necessary. Be the point of first contact for customers and surgeon or site personnel inquire about patient inclusion/exclusion criteria for ongoing trials. Participate in global conference calls and meetings to review progress of ongoing clinical trials. Tracking completed CRFs and setting up systems whereby completed CRFs are rapidly entered into the database. Ensure that queries generated during cleaning are responded to in a timely fashion. Manage patient recruitment strategies to increase patient randomization into the trial (eg. investigator and research nurse meetings, update newsletters, advertising, letters to GPs). Be able to travel and represent the company and the products. Conduct product training and attend conferences in the United States and internationally? Assist in preparing study related reports;
1. File and archive study related documents; 2. Ship and receive study related devices and documents; 3. Perform internal and external study related audits; 4. Working knowledge of the study protocols and procedures; 5. Working knowledge of Good Clinical Practice and US FDA regulations related to medical device clinical studies; 6. Represent Regulatory Affairs on R&D product development project teams to ensure all regulatory requirements are met throughout the development process. 7. Complete submissions to FDA, EU regulatory entities. 8. Create and maintain product EU technical files. 9. Review advertising and marketing material for appropriateness and compliance to regulatory requirements and laws. QUALIFICATIONS / REQUIREMENTS Customer Service Experience in optometry, medical devices or biotechnology. Bachelor's degree is a plus, or equivalent experience; Approximately 10% - 15% travel is required; Proficient knowledge of Microsoft Office; Excellent communication and organizational skills; Attention to detail and a high degree of accuracy with respect to study documentation and data collection;

Skills required

Customer Service
Customer Relationship Management
Resolve Customer Issue
Explain Product Feature
Explain Warranty
Promote Customer Loyalty Plan


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Customer Service Associate
$16.00 - $17.00 / hour
Estimated Salary: $64K
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Job ID: US2046SR_27970475


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It all began when William R. Kelly—founder of the temporary staffing industry—established Kelly Services® in 1946. The company's traditional expertise started with office services, call center, light industrial, and electronic assembly staffing. Through the years, we expanded our expertise and established a proven record of successfully matching job seekers to opportunities in disciplines such as science, engineering, law, education, healthcare, IT, and finance. As a Fortune 500® company, Kelly® has evolved into a global workforce solutions leader, making employment connections for nearly half a million people around the world every year. Since our founding, we have embodied the true spirit of social responsibility. Our character and values resonate through our culture. Inherently—through our core business focus—we seek to improve the quality of life for our employees, their families, and their communities, as well as society at large. We embrace the role we play and the value we contribute to society—whether ensuring equal opportunity to employment, promoting safer workplace conditions, advocating for healthcare reform, or adhering to sustainable business practices. Together with our employees and our customers, we will continue to work toward ensuring that our legacy will remain strong for generations to come. For more than 60 years, people have trusted Kelly Services to help them reach their career goals. We are your proven link to employment opportunities that will pave the way for a successful future. Whoever and wherever you are—and with the right skills and attitude—Kelly can help you find a job, expand your career, and build your future.

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