As a Customer Service & QA Specialist Intern, you will play an integral part in growing Penumbra's footprint in the APAC region and be primarily responsible for ensuring efficient and effective management of various operational tasks related to customer orders, consignment goods, sales processing, payment collection, shipping, and customer support. Additionally, you will be responsible for documenting usage and billing activities, providing frontline support for international regulatory audits, managing customer complaints, and maintaining records of expenses, customer files, and sales reports.
What You’ll Work On
- Process daily orders (Direct orders, consignment & Travel Stock) received via email or phone in SAP system, ensuring accuracy in terms of product selection, pricing, and delivery schedules.
- Coordinate and liaise with logistics and warehouse teams to ensure timely delivery to customers.
- Coordinate expiration management for Travel Stock and Consignment inventory.
- Ensure invoices are endorsed and uploaded to the hospital portal on a weekly basis.
- Process purchase orders to USA for monthly/quarterly inventory or non-inventory items via ERP system.
- Maintain all activities related to customer set-up/modification (i.e., addresses, 3rd party freight, sales rep alignment, payment terms, etc.)
- Assist on tenders' submission via tenders' platforms.
- Manage, oversee, and support the following reconciliation duties:
o Process manual reconciliation analysis for both the Travel Stock and hospital Consignment programs while following work instructions and ensuring accuracy. Generate audit packets for both Travel Stock and Hospital consignment analysis.
o Completely close out and reconcile Travel Stock submissions to the lot ID level by the end of each quarter. Send confirmation of closure to senior management once all Travel Stock locations have been reconciled to 100% for the quarter.
- Manage and process Returned Material Authorizations (RMAs):
o Consignment Returns and Travel Stock returns including inspection and disposition of returned products
o Generate and process Returned Material Authorizations (RMAs) via Complaint Reporting and ERP systems
o Report customer complaints, through the Complaint Handling process, to Product Surveillance and assist the Product Surveillance team in obtaining all needed data for complaint investigation and vigilance reporting.
- Communicate QMS issues to upper management, presenting solutions as appropriate.
- Maintain accurate records of required sales expenses, customer files and field sales reports, communicating required information as needed.
What You Contribute
- A High school diploma and actively pursuing a bachelor's degree in business administration, biomedical, life or physical sciences, or related field with 2+ years of experience, or equivalent combination of education and experience
- Medical device, pharmaceutical, biotech, or other regulated industry experience desired
- Knowledge of Quality System Requirements (QSR), International Standards Organization (ISO), MDSAP and other applicable regulations and laws
- Training and experience in performing internal and external audits
- Strong oral, written and interpersonal communication skills
- High degree of accuracy and attention to detail
- Proficiency with MS Word, Excel, and PowerPoint
- Excellent organizational skills with the ability to prioritize assignments while handling various projects simultaneously.
Working Conditions
General office environment. Willingness and ability to work on site and remote from home office. Must be able to move between buildings and floors. Must be able to remain stationary and use a computer or other standard office equipment, such as a printer or copy machine, for an extensive period of time each day. Must be able to read, prepare emails, and produce documents and spreadsheets. Must be able to move within the office and access file cabinets or supplies, as needed. Must be able to communicate and exchange accurate information with employees at all levels on a daily basis.