Intuitive
Healthcare
CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for mid candidates.
“Customer Service Representative at Intuitive. Skills: Customer Service, Order Processing, Problem Solving, Communication. Be the point of contact/escalation for its own market(s). Efficiently handle customers’ or distributors’ enquiries such as purchase orders, quotations, part requests, and complaints for lost or damaged goods, product returns or exchanges”
What You'll Achieve.
improve satisfaction at sales and service support levels; improve overall team efficiency; achieve their highest potential
Industry & Context.
Trouble shooting and problem-solving skills be able to analyze situations in depth with level of complexity with high attention to detail; Improve processes by using analytic skills
What They're Looking For.
Must Have
5 to 8 years professional experience in similar position, Perfectly fluent in English and Spanish, knowledge of MS Office product suite, ERP/SAP, communication skills in both verbal and written, Trouble shooting and problem-solving skills be able to analyze situations in depth with level of complexity with high attention to detail, Time management abilities, interpersonal skills, Ability to build long-term professional relationships, Experience on process automation, Improve processes by using analytic skills, Capability to work in a fast-paced environment
Nice to Have
ideally within a medical device company
What You'll Do.
Be the point of contact/escalation for its own market(s)
Efficiently handle customers’ or distributors’ enquiries such as purchase orders
and complaints for lost or damaged goods
product returns or exchanges
Professionally answer incoming calls and emails
understand the customers’ needs and their environment to improve satisfaction at sales and service support levels
Accurately and timely process orders and requests in ERP and CRM databases
Master processes and make recommendations to improve overall team efficiency
Support customer success activities
Responsible and accountable for a selection of markets/customers
Provide high standard customer support including phone and email requests from customers and distributors
Use best and appropriate practices and ensure continuous process improvement
Master Customer service policies
processes and effectively follow up on and resolve sales order or service request issues with minimum level of supervision
Enter sales orders into SAP
verify that terms and conditions of purchase orders are processed accordingly
Process and track all service requests into CRM
Log customers’ complaints timely and accurately
report to Regulatory as appropriate
Daily monitor open sales orders
service requests and advance exchange programs
Import/export documentation and processes as required
Maintain customer data within SAP and CRM
ensure that contact information is kept up to date
Provide ad hoc reporting as needed
Take regular part in projects as assigned and general administrative functions
Support system orders processing
deliveries and installations as required
How You'll Work.
Team & Collaboration
Work closely with other teams such as Sales, Finance, Logistics, Regulatory and Contracts; partnership with sales teams
Communication Scope
communication skills in both verbal and written
Full Job Description
At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible. Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves. Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care. Primary Function of Position: * Be the point of contact/escalation for its own market(s). * Efficiently handle customers’ or distributors’ enquiries such as purchase orders, quotations, part requests, and complaints for lost or damaged goods, product returns or exchanges. * Professionally answer incoming calls and emails, understand the customers’ needs and their environment to improve satisfaction at sales and service support levels. * Accurately and timely process orders and requests in ERP and CRM databases. * Work closely with other teams
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