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Ultraflex Patient Inspired SolutionsOur Inspiration

 Careers at Ultraflex
ICTS Team Member

Position: Inside CTS Team Member
 
Role within team:
The CTS team member works closely with the members of the CTS team, as well as individually, to complete duties, activities and responsibilities efficiently. Team members are empowered to maximize their individual strengths to help develop the team to full potential.

Job Duties: Team members discussing cast and brace design
  • Provide central point of contact for practitioners, referring clinicians and patients to call when seeking clinical & technical support regarding application of Ultraflex technology.
  • Provide clinical & technical support throughout fabrication process of custom braces; this includes processing incoming casts, working with practitioner to select optimal Brace Design/Selection for patient diagnosis, and ensuring timely completion & shipping.
  • Establish and support positive customer relationships. This includes: following up brace fittings, ensuring questions and issues are resolved in a timely manner.
  • Act as support for the Marketing function.
  • Process the intake of all incoming orders; discuss clinical application for each selection to ensure brace matches patient need.
  • Provide support on all Ultraflex technology. Resolve customer concerns appropriately; process all returns, repairs and exchanges as necessary.
  • Utilize established CRM software to maintain contact records and track detailed ongoing & completed activities.
  • Utilize CRM software to identify trends to reduce problem reoccurrences, track frequency & types of orders placed by practitioner, and track key activities; communicate these items to team and company.
  • Benchmark to track team productivity and identify opportunities to decrease operating costs and increase customer satisfaction.
  • Work with inside and outside CTS team members to 'back-up' essential duties and to ensure complete cohesion and solidarity of knowledge.
  • Acquire superior technical knowledge of Ultraflex technology and applicability via comprehensive didactic and on-the-job training sessions. Training includes scheduled involvement during each stage of custom fabrication.
  • Complete various administrative tasks; including, but not limited to, distributing and processing incoming faxes, etc.
  • All team members are administratively self-sufficient; this includes, but is not limited to: answering the phone, mailing letters, faxing items, etc.
  • When required, act as instructor/mentor for new CTS team members.

Position Attributes Needed:
education: BA/BS in business or allied health field.
training: Microsoft Office 2000; General computer knowledge; PC/Network and internet knowledge.
experience: 1-3 years customer service or help desk experience Orthotic/prosthetic or medical device field preferred; Proven organization, project management and problem-solving skills as well as the daily discipline to document your findings; Experience with a wide variety of word processing, spreadsheet and presentation applications is required.
behavioral: Self Starter; Team player attitude; Willingness to assume responsibility; Effective questioning and analytical techniques; Strong verbal and written communication skills; Superior telephone etiquette and an ability to deal effectively with customers and peers; Ability to remember the status of multiple outstanding problems while being able to focus on one task at a time; Dedication to quality customer service; Quick Learner; Pleasant and patient personality; Diplomatic & effective people skills.

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