Senior Customer Service Administrator - Device & Parts Division

Job Description: The Senior Customer Service Device Administrator plays a crucial role in supporting the Canada device capital business and both internal and external customers. This role involves managing all aspects of ordering, invoicing, and asset management tracking for device and parts transactions. Due to the complexities involved, strict compliance with procedures and meticulous attention to detail are essential.

Essential Duties & Responsibilities:Manage the input of all Oracle transactions associated with Capital Equipment Contracts.Utilize the Model N contracting system to interpret Device Contracts.Ensure accurate input of Oracle Blanket Sales Agreements for recurring invoicing.Handle incoming phone and email communications from customers, Field Sales, or company employees.Input orders for serialized monitoring equipment, Spare Parts & Invasive Monitoring equipment.Process Capital Equipment Trial Evaluations and ensure timely return or initiate appropriate invoicing.Assist in maintaining accurate serialized device tracking for Canadian customers in the Oracle Installed Base.Coordinate with Device Inventory Specialist to ensure timely shipment of orders.Release invoices for equipment and services according to financial requirements.Process orders for replacements and repairs initiated from Trackwise Global or Service Requests.Manage any credit or debits associated with Capital equipment and services.Update Installed Base Account Ownership changes.Maintain accuracy of customer warranties and Extended Service.Code appropriate statuses on devices based on activities such as returns or equipment loss.Assist AR with managing pricing inquiries and questions associated with Capital equipment and services.Handle device returns, unused and standard returns.Provide Asset Management reports from the Installed Base as required.Handle credits, replacements, and returns for non-serialized forms sent through from Global Product Complaint.Provide solutions for all callers and research if answers are not known.Collaborate closely with the Canada Service Center.Expedite urgent requests and ensure product delivery details are communicated effectively.Develop creative solutions for customers with minimal supervision.Take on special projects and seek out process improvements.Assist with departmental training as needed.

Minimum Requirements:Fluency in French is required (French Canadian is a plus).Excellent verbal and written communication skills in both English and French.Strong organizational and interpersonal skills.Ability to multitask in a fast-paced environment.High attention to detail.Proficiency in Excel, Word, and Outlook.General process knowledge of all departments with which SCS interacts.Strong ability to positively influence others.Bachelor’s degree from an accredited college or university preferred with 0-4 years of experience in a general office environment.5+ years of industry experience required in lieu of a BA degree.Previous experience with ERP is a plus.