Changing lives. Building Careers.

Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what’s possible and making headway to help improve outcomes.

The Operations Associate is responsible for delivering high‑quality support to customers by efficiently focusing on order fulfillment of orders, coordinating loaner set requests, providing accurate product ETA information, and completing billing and invoicing activities. This role also manages sample order requests, consignment and loaner transactions, and performs additional tasks essential to meeting customer needs and ensuring a seamless service experience.

Responsibilities

• Support the sales team in a professional, timely and efficient manner, which includes: Liaising sales team members about customer inquiries and sales data
• Manage field inventory/consignment for all products on consignment. Includes Bill and replaces as well as expiry and replacements.
• Manage sample inventory to ensure we have the required stock to supply our sales team for accounts and trails/evaluations.
• Provide sample dollar analysis to marketing sales and marketing managers.
• Work with sales and marketing team to help execute all cadaver labs and conference shows with regard to product availability and shipping
• Visually inspect and process surgical loaner and consignment sets
• Replenish loaner kits to ensure they are set for the next availability.
• Book loaner orders following SOP’s and Loaner Request forms
• Invoicing of any completed billings.
• Manage and plan marketing literature for sales force.   
• Ensure all documentation is up to date, quality system compliant and in order.
• Ensure all incoming customer purchase orders are processed timely and accurately, including being actively involved in the processing of orders
• Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, product information, pricing and invoices are resolved satisfactorily
• Provide accurate, valid and complete information using the appropriate methods/tools
• Track and manage the interactions with the customers from every channel.
• Identify customer’s needs and provide basic to moderately complex support; Identify and solve problems using available resources. 
• Maintain a current knowledge of products offered in catalog to support providing basic product information Informing the sales team of Purchase Orders that have been received for large quotes
• Handle customer complaints
• Complete the required documentation within the time limit and submit to the relevant organization
• Arrange the product returns and raise credit notes, where required.
• Generate reports from ERP systems and evaluate, as needed, using MS Excel, including monthly expiration reports
• Provide feedback to department leadership as needed.
• Actively engage in projects to improve service levels.
• Work with Distribution Center team to manage product order requests
• Comply with all company quality standards, procedures, and workplace health and safety requirements
• Perform other related duties as assigned or required
• Ability to learn about Integra Products to help with customer inquiries.
• Any other related duties given by supervisor

DESIRED MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required for this position.

• Bachelor’s Degree or Relevant work experience
• Fluently Bilingual: English/French (Strong Asset but not required)
• Exceptional customer service orientation, troubleshooting and problem resolution skills, and strong analytical ability
• Minimum of five years’ experience working in high quality operations and order fulfillment and/or sales environment.  Experience in the medical industry an asset
• Proven ability to effectively coordinate activities, services and schedules to ensure smooth and efficient operation of work processes
• Excellent administration, time management and organizational skills
• Demonstrated ability to establish and maintain effective working relationship with co-workers, customers and other stakeholders.
• Outstanding interpersonal and communication skills.
• High level of experience with working autonomously and within a very small team environment.
• Proficiency with ERP systems (e.g. Oracle) desired.
• Proficiency with Microsoft Excel and Outlook.
• Proven ability to take accountability for the quality and timeliness of their work outputs
• High level of proactive problem solving skills
• Demonstrated ability to maintain an excellent level of reporting, documentation and organization.

Unsolicited Agency Submission

Integra LifeSciences does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. A formal written agreement is required before engaging any agency, and it must be executed and authorized by the Vice President, Talent Acquisition. Where agency agreements are in place, introductions (the initial sharing of a candidate’s name, resume, or background) are position-specific and may only occur within the scope of that approved agreement. Please, no phone calls or emails.