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Customer Service Coordinator
View: 179
Update day: 24-04-2024
Category: Other Consulting / Customer Service
Industry: Medical Devices Computer Software Hospital & Health Care
Position: Entry level
Job type: Full-time
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Job content
Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority.Primary Function Of Position
- Support customer success activities;
- Be the point of contact/escalation for its own market(s);
- Work closely with other teams such as Sales, Finance, Logistics, Regulatory and Contracts;
- Efficiently handle customers’ or distributors’ enquiries such as purchase orders, quotations, part requests, and complaints for lost or damaged goods, product returns or exchanges;
- Professionally answer incoming calls and emails, understand the customers’ needs and their environment to improve satisfaction at sales and service support levels;
- Accurately and timely process orders and requests in ERP and CRM databases;
- Master processes and make recommendations to improve overall team efficiency.
- Responsible and accountable for a selection of markets/customers;
- Support customer success activities such as onboarding new customers, key customer monitoring, strong partnership with sales teams;
- Master Customer service policies, processes and Effectively follow up on and resolve sales order or service request issues with minimum level of supervision;
- Use best and appropriate practices and ensure continuous process improvement;
- Provide high standard customer support including phone and email requests from customers and distributors;
- Enter sales orders into SAP, verify that terms and conditions of purchase orders are processed accordingly;
- Process and track all service requests into CRM;
- Log customers’ complaints timely and accurately, report to Regulatory as appropriate;
- Daily monitor open sales orders, RMAs, service requests and advance exchange programs;
- Import/export documentation and processes as required;
- Maintain customer data within SAP and CRM, ensure that contact information is kept up to date;
- Provide ad hoc reporting as needed;
- Take regular part in projects as assigned and general administrative functions;
- Support system orders processing, deliveries and installations as required.
- 3 to 5 years professional experience in similar position, ideally within a medical device company
- Fluent in English and German
- Strong communication skills, both verbal and written
- Trouble shooting and problem solving skills and able to analyse situations in depth with moderate level of complexity.
- Detail oriented
- Time management abilities
- Strong interpersonal skills
- Possess a solid telephone skill-set and communicate in a professional manner
- Strong knowledge of the MS Office product suite, ERP (SAP is a plus)
- Ability to build long-term professional relationships
Travel : No
213858
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Deadline: 08-06-2024
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