Customer Service & Logistics Coordinator

Give hope. Give health. Make your mark in the fight against cancer.

At Accuray, we make a direct and powerful impact on the lives of cancer patients every day - helping them live longer, better lives. But our commitment to innovation offers a truly unique opportunity: the chance to change the fight against cancer - helping to develop, introduce and support new treatment delivery systems and software that will give new hope and new health to cancer patients and cancer survivors around the world.

Accuray develops, manufactures and sells radiotherapy systems for alternative cancer treatments. Our radiation therapy for cancer makestreatment shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.

Job Description

POSITION TITLE: Customer Service & Logistics Coordinator

SUMMARY: This is a Remote position within the United States

The Customer Service & Logistics Coordinator is responsible for front-line Logistics Operations which include the proper distribution, transportation and inventory accounting of the Company's goods. The Customer Service & Logistics Coordinator will be responsible for handling and coordinating among US and Canadian customers, questions and requests, from start to closure. They will maintain excellent relations with internal and external customers, and vendors in order to meet Service objectives, goals, and KPI's.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Logistics Operations

• Manages day-to-day Logistics issues with the Service team, including Backorders, and other parts escalations.

• Troubleshoots potential deliveries roadblocks to meet the requested ETA (Estimated Time of Arrival) at site.

• Manages import and re-export in coordination with Third Party Logistics (3PL) customs and Finance.

• Responsible for having all repairable defective parts returned to the manufacturing site in a timely manner.

• Supports all compliance aspects in line with local and international regulations, such as imports of specific commodity, transport of Dangerous Goods, recycling per waste management regulation, and carrier and warehouse audits.

Customer Service

• Dispatches or escalates the issue/question/complaint to the appropriate function (Technical Support, Regulatory, Field Service Engineer, Medical Physics, Clinical Application, Regional Service Manager, Customer Service Manager, Regional Sales Manager) and follows up on the issue/question/complaint until final closure/resolution.

• Supports the escalations on backordered parts and tracks the parts until arrival on site.

• Documents all the proper information and updates in the ERP system (ServiceMax).

• Monitors and ensures accurate completion of WOs in a timely manner.

• Follows up on Field Action, Customer Safety Notice and Customer Technical Bulletin, as specified by the Company.

• Supports contract management with local Regional Service Management.

• Manages new customer set-up to provide best level of services (LOS).

REQUIRED QUALIFICATIONS: Preferred or Desired:

• Bachelor's degree in supply chain management or related field.

Required:

• Associate's degree in logistics or supply chain management or related field.

• 3-5 years in a Supply Chain/Customer Service role in related industry.

• Computer skills including MS Office and ERP systems.

• Understanding of quality assurance programs (ISO, FDA, ANVISA).

• Must be self-motivated with high energy level and a strong work ethic.

• Experienced with stressful environments (Sense of Urgency).

• Ability to work independently and with cross functional teams.

• Excellent problem-solving skills and attention to detail.

• Excellent interpersonal skills, customer oriented and teamwork.

• Ability to travel (less than 10%) domestically and internationally.

To qualify for this position, candidates must be able to furnish proof that they are authorized to work in the country they are applying on a permanent basis without sponsorship.

EEO Statement

At Accuray, our commitment to patient-first outcomes drives an inclusive and collaborative work environment where the best ideas rise to the top - and everyone works to push them further. We value diversity in both the professional and personal backgrounds of our employees, as this variety adds rich energy to every team, every project and every work day. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin - including individuals with disabilities and veterans.