Customer Care Associate

About Us: We are Micro-Tech Endoscopy, USA (MTU), a rapidly growing medical device company based in Ann Arbor, Michigan. We are proud to be part of a global organization with facilities in Asia, Europe, and the U.S. Micro-Tech USA is saving lives, providing better quality patient care, and making health care more value driven. Micro-Tech has a global presence, entrepreneurial culture, and capability to honor our commitments and turn concepts into reality.

Customer Driven, Guided by Integrity, Empowered and Accountable, United, and Forward Focused are the values we live by every day. We thrive in an environment where our team members can do their best work while being themselves. We embrace our employees’ unique capabilities, and our leadership is committed to doing the right thing, delivering results for our partners, and each other.

Position Description:

We are searching for a full-time Customer Care Associate (CCA) who excels at communicating effectively and has a passion for providing exceptional customer service. In the CCA role, you will function as the hub of our operations - connecting the Sales, Warehouse, Customer Care, Quality and Finance functions. As a vital member of our growing team, you will wear different hats - providing support to multiple sides of the business. You will support both external clients (medical professionals) and our sales reps who are based across the United States. Our office is based in Ann Arbor, conveniently located close to I-94, and the shift is 9am-6pm. After achieving specific performance standards and objectives and completing six months of service with the company, a hybrid work arrangement becomes available.

If you are a highly organized individual, who thrives in a fast-paced environment and has a commitment to supporting the success of others, working towards the seamless resolution of issues, then you should consider joining us!

Responsibilities:

There are three key areas of focus for this role:

Customer Service and Sales Support

• Exceptional internal and external customer service is a critical component of this role. The CCA provides comprehensive support to our sales team, offering product information, generating sales quotes, dispatching demo and evaluation products to representatives and clients, and compiling sales metrics and reports.
• The CCA is comfortable learning new computer software and is very technologically savvy. Our Associates toggle between different computer software throughout the day, and their ability to do so seamlessly and efficiently is critical to their success in this role and to their ability to effectively service customers.
• The position entails extensive email-based interactions; we seek candidates with exceptional written communication skills and a strong ability to follow through with customers. Proficiency in Excel is required.
• The CCA is highly informed about our products: will answer client questions in a timely manner specifically regarding product specifics, connecting with sales representatives, ordering, and receiving products.
• Sales representatives are highly dependent on the CCA – The CCA is responsible for sending samples to customers, remitting invoices, and taking payment.

Order Fullfillment

The CCA is responsible for processing customer orders, setting up and monitoring accounts, and collaborating closely with the fulfillment team to ensure timely delivery to customers. The CCA will also work closely with the Customer Service Manager to ensure excellent customer experience.

• Ideal candidates will have previous database experience (QuickBooks, SAP, Kronos, Oracle).
• Experience with customer order entry system(s) preferred but not required (training is available if needed).

General Support

Finally, the CCA will interface with the management team, supporting ad hoc requests. The CCA will also float to cover functions that require additional support from time to time.

• CCAs excel at effective prioritization and completion of critical tasks with urgency.
• They have strong critical thinking skills and an acute ability to make logical decisions with confidence.
• They are flexible and enthusiastic about working in a fast paced, team-oriented work environment.

Qualifications

• 1+ years of Customer Care support in a call center environment
• 1+ years of experience requiring proficiency in CRM use, data entry, and high-volume phone management preferred
• 2+ years of experience building relationships with external and internal clients in a professional setting.
• Medical device experience preferred.
• Ability to maintain professionalism and deliver high-quality customer service across various digital platforms
• Strong technical proficiency and computer literacy required.
• SAP and Electronic Data Interchange (EDI) experience preferred.
• Exceptional customer service skills
• High school diploma

Core Competencies (the desired, required skills and behaviors needed to perform the job successfully):

• Team collaboration
• Communicates effectively – written and verbal
• Tolerance for stress
• Adaptable in a dynamic environment
• Consistency – Impact
• Learning Agility
• Active Listening
• Conflict Resolution
• Time management & Organization
• Digital Fluency & Technical Adaptability

Essential Functions of the Job. While performing this work, an employee must be able to:

• Engage in logical reasoning, interpreting, and responding.
• Adjust conversation style to accommodate diverse audiences.
• Lift up to 15 lbs. periodically.
• Bend, stoop, kneel, crouch, crawl, climb or balance, reach, push, and pull.
• Use computers, keyboards, phones, and other office equipment effectively to perform job duties.
• Communicate effectively verbally and in writing with colleagues, clients, and other stakeholders in person, on the phone, via video conference software, and via chat and email.
• Read and understand written documents, emails, reports, and instructions relevant to job responsibilities.
• Sit for prolonged periods looking at computer screens reading and interpreting information.
• Organize tasks, manage time efficiently, and prioritize workload to meet deadlines.
• Move within the office environment and adjust to different workstations, along with the ability to maintain proper ergonomic posture while performing tasks.
• Attend meetings, events, or conferences, which might involve some travel and extended periods of standing or sitting.
• Maintain proper ergonomic posture while working to prevent strain or discomfort, including adjusting seating, using proper keyboard and mouse ergonomics, and arranging workspaces for comfort.

Micro-Tech Endoscopy is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Pay: $23.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Customer Care support in a call center: 1 year (Required)
• CRM: 1 year (Required)

Work Location: Hybrid remote in Ann Arbor, MI 48104