Customer Service Representative

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies-like the da Vinci surgical system and Ion-have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful-because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Primary Function of Position

The primary responsibility of a Customer Service Executive is to oversee the entire order lifecycle, ensuring accuracy, efficiency, and customer satisfaction throughout the order fulfillment process. This includes managing complex orders from entry to completion, collaborating with various teams, and maintaining data integrity. Additionally, will also play a key role in process improvement and ensuring compliance with company policies and procedures.

Essential Job Duties

Order Processing and Management:

• Overseeing the accurate and timely processing of customer orders from initiation to fulfillment.
• Coordinating with internal teams (sales, logistics, warehouse, finance) to ensure smooth order execution.
• Managing order changes, cancellations, and backorders effectively.
• Ensuring accurate invoicing and timely dispatch of goods.
• Utilizing Enterprise Resource Planning (ERP) systems for order tracking and management.

Customer Relationship Management:

• Acting as a primary point of contact for customers regarding order status, delivery timelines, and any related issues.
• Building and maintaining strong relationships with key clients.
• Addressing customer queries, resolving complaints, and escalating issues when necessary.

Reporting and Documentation:

• Preparing and submitting regular reports on order processing performance, including delivery schedules, backlogs, and customer feedback.
• Maintaining accurate and up-to-date order-related documentation.

Process Optimization and Improvement:

• Identifying areas for process improvement and implementing solutions to enhance efficiency and accuracy.
• Developing and maintaining dashboards and reports to track order processing efficiency.
• Ensuring compliance with company policies, industry standards, and regulatory requirements.

Collaboration and Communication:

• Collaborating with various internal teams (sales, logistics, warehouse, finance) to optimize order management workflows.
• Communicating effectively with stakeholders, including customers, sales representatives, and other internal teams.

Problem Solving:

• Identifying and resolving issues related to order processing, delays, or other discrepancies.
• Troubleshooting and implementing corrective actions to prevent future occurrences.

Required Skills and Experience

• Minimum 8 - 10 years of experience preferably in Medical Industry.
• Knowledge of the order-to-cash (O2C) cycle.
• Proficiency in order management tools like SFDC, CRM and enterprise resource planning (ERP) systems.
• Proficient in Excel and Microsoft tools
• Excellent verbal and written communication skills to effectively interact with customers and internal teams.
• Strong analytical and problem-solving skills.
• Attention to detail and strong organizational skills.
• Ability to manage multiple priorities and meet deadlines.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.

This position may be filled at a different job level than listed here depending on

business need and/or on the selected candidate’s experience, knowledge and skills.

Compensation will be based primarily on the job level at which the role is filled and the

candidate’s qualifications, consistent with applicable law.