Customer Service Coordinator

☞ Intuitive

Visualizza: 180

Giorno di aggiornamento: 24-04-2024

Località: Aubonne Vaud VD

Categoria: Altra Consulenza / Servizio Clienti

Industria: Medical Devices Computer Software Hospital & Health Care

Posizione: Entry level

Tipo di lavoro: Full-time

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Contenuto del lavoro

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.
Roles And Responsibilities
  • 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.
Required Knowledge, Skills, And Experience
  • 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
Shift : Shift 1 - Day

Travel : No

213858
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Scadenza: 08-06-2024

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