Special Accounts Analyst (Finance)

Requisition ID: 62972 Title: Special Accounts Analyst Division: Arthrex, Inc. (US01) Location: Naples, FL

Arthrex Inc. is hiring a Service Accounts Analyst located in Naples, FL to help consolidate, expedite, and anticipate the customer's needs so that the customer can have a simple and engaging experience. They are to provide customers with a broad range of complex support-related activities that may span other services and support functions, such as service contract sales, technical support, compliance, logistics, customer-related service reporting, and data needs. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients

Essential Duties and Responsibilities

• Keep current on administrative responsibilities such as understanding customer service records, contract processes, and reporting capabilities
• Manage clean hand-off of customer requests to the appropriate Arthrex team and ensure communication of resolution with customer
• Focus on customer needs and satisfaction while building on and enhancing the relationship with the customer to strengthen business partnerships.
• Promptly escalate at-risk customers to the appropriate Arthrex team and work closely with internal partners and the customer to define and implement corrective action plans.
• Effectively communicate and partner with teammates and colleagues.
• Maintain regular, frequent communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
• Deliver world-class phone support to Arthrex sales agency representatives and medical facility employees.

Additional Duties & Responsibilities

• All from Essential Duties and Responsibilities, plus:
• Intake customer account and business-related questions and challenges.
• Support other areas of the Global Service and Repair business by understanding key account needs and advocating for customers
• Facilitate customer service functions such as account credits, product exchanges, upgrades, or replacement
• Collaborate effectively with internal customers such as Quality, Logistics, Contracts, and Customer Service teams to ensure customer issues are resolved promptly
• Maintain positive relationships with existing customers, attend assigned service quotas, and ensure customer satisfaction
• Manage key service account portfolios and work to achieve set account objectives
• Proactively engage with other team members to ensure they are always aware of the status of all issues for their designated customers. •
• Deliver world-class phone support to Arthrex sales agency representatives and medical facility employees.
• Achieve established goals typical for contact center transactional work, including ticket SLAs, ticket, and call quality
• Assist with technical escalations & support on-call team members as needed.
• Proactively assess, clarify, and validate customer needs continuously.

Education Required:

• High school diploma or equivalent required.
• Bachelor's degree or higher in relevant field preferred.

Experience:

• 2 years of previous account management and or sales experience is required
• Experience interfacing with internal team members and external customers as part of a solution-based service process is preferred
• Previous experience working across complex and matrixed teams is required
• Experience in Medical Devices or other quality/regulatory-focused industry is preferred
• 3 years of experience in a call center, customer service, contracts or related field is required
• Experience with business applications such as: databases, data entry, or ERP systems is preferred
• 2 years of experience working directly with customers and sales representatives in a customer service capacity is required
• 1 year of experience with Salesforce (or other CRM/SMS systems), particularly in a ticketing or customer service capacity is required
• 1 year of experience working in a regulated industry such as medical device, pharma, defense, etc., is required

Knowledge/Skills:

• Advanced time management and organization skills and ability to juggle multiple responsibilities
• Strong skills with PCs, and Microsoft Office Suite
• Strong communication skills, including written and oral communication
• Strong presentation skills.
• Ability to work comfortably across different areas of the business
• Strong problem-solving and critical-thinking skills
• The Ability to learn new skills and technologies to perform job duties
• Knowledge of ERP and CRM systems and best practices.
• Ability to synthesize, capture, and document customer inputs.
• Ability to research and triage customer needs and communicate across relevant teams
• Ability to think creatively and analytically
• Strong sense of ownership and responsibility
• Calm and patient demeanor when working under pressure
• Ability to work with personnel of various skill sets and interface with personnel across multi-functional departments preferred.

• Knowledge of data mining, analyzing, and reporting utilizing business applications/systems, including ERP and CRM systems
• Intermediate ability to analyze metrics
• Strong Microsoft Excel skills.
• Proficient in Microsoft PowerPoint.

Discretion / Latitude: Work is performed under general direction. The supervisor exercises some latitude in determining objectives and approaches to assignments. Work is reviewed for sound judgment and overall adequacy and accuracy.

Language and Communication Skills: Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above. Ability to verbally communicate ideas and issues effectively to customers, other team members and management. Ability to write and record data and information as required by procedures.

Physical Demands: The physical demands described here represent those an employee must meet to perform the job's essential functions successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee must frequently sit, use hands and fingers to handle or feel, and reach with hands and arms.

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Free Onsite Medical Clinics
• Free Onsite Lunch
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.