Customer Service Associate - External Customers Team - W.L. Gore & Associates

About the Role: Gore Medical is looking for a Customer Service Associate to join our Customer Facing/External Customers Customer Service team. In this role, you will provide superior service and solutions to our external and internal customers by supporting our medical devices that improve the lives of patients worldwide.

This position will be located at our Deer Valley 2 facility in Phoenix, Arizona, Elden View facility in Flagstaff, Arizona or our Tempe facility in Tempe, Arizona, with the possibility of a hybrid remote work arrangement (3 days in AZ office, 2 days remote), depending upon the responsibilities of the role and business needs.

Responsibilities:

• Order processing using an ERP system
• Inventory management and returns handling
• Manage internal customer requests through Phone, Email, Fax and EDI (e-commerce system)
• Serve as a liaison between the internal and external customer and the business to achieve exceptional results
• Manage individual commitments while maintaining awareness of day to day demands
• Identify and anticipate the needs of the customer
• Utilize systems, tools, and knowledge to show expertise when handling inquiries
• Proactively identify opportunities for process improvements that drive efficiency and enhance the customer experience
• Perform additional activities as deemed necessary to support the business
  
  Required Qualifications:
  
  • Bachelor's degree or minimum 3 years of demonstrated experience in an administrative customer-facing role where accuracy and process discipline is essential
  • Demonstrated experience in navigating through multiple software systems and applications
  • Demonstrated experience to comprehend, recall, and explain complex transactional information to customers and rely on instructions and pre-established guidelines to perform required tasks and resolve problems promptly
  • Effective and professional communication skills both written and oral in the region you are supporting
  • Skilled in using Microsoft Office Suite
  • Strong organizational, time management, and multi-tasking skills
  • Flexible, open-minded, and solution-oriented team player
  • Ability to adapt to a changing environment and execute effectively in high pressure situations
  • Ability to stay focused on individual, team and divisional goals and objectives, and work independently and in a team environment
  • Ability and willingness to travel up to 5%
    
    Desired Qualifications:
    
    • Experience in a customer service/call center environment or international business setting
    • Working with a global ERP system, SAP system, Salesforce and/or inventory management and supply chain processes
    • Project Management and process improvement experience
      
      Hybrid Working Arrangements are permitted for Associates in the continental United States (US) and Canada, with appropriate approval and compliance with Gore's hybrid working policies, from the country in which they are employed.
      
      What We Offer: Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow.
      
      We provide benefits that offer choice and flexibility and promote overall well-being. And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for "profit-sharing". Learn more at gore.com/careers/benefits
      
      We believe in the strength of a diverse and inclusive workplace. With diverse perspectives, ideas and experiences, we uncover new possibilities and make a greater impact in the world. We are proud of Associates for building on our rich history of innovation, upholding our values and supporting an inclusive work environment where we treat each other and our external partners with fairness, dignity and respect.
      
      Gore is an equal opportunity employer. We welcome all applications irrespective of race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a covered veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations.
      
      Gore is committed to a drug-free workplace. All employment is contingent upon successful completion of drug and background screening. Gore will consider qualified applicants with criminal histories, e.g., arrest and conviction records, in a manner consistent with the requirements of applicable laws.
      
      Gore requires all applicants to be eligible to work within the U.S. Gore generally will not sponsor visas unless otherwise noted on the position description.
      
      Our Talent Acquisition Team welcomes your questions at gore.com/careers/contact
      
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