Description
The Customer Service Specialist for the ALPINE region plays a pivotal role in orchestrating seamless customer interactions and operational efficiency across the ALPINE countries (Switzerland and Austria) with a focus on objectives: managing Customer inquiries (inbound & outbound), Order management (OM), Invoiced to Cash (I2C) processes & Customer pro-active sales support.
This role is responsible for maintaining high levels of customer satisfaction while fostering cross-functional collaboration, acting as a first line resolution.
The Customer Service / Sales Specialist is a key driver in ensuring Galderma's success to increase customer satisfaction.
Key Responsibilities
* Manage communication channels and handle customer inquiries and complaints, including medical inquiries, vigilance reports, and product inquiries.
* Manage inbound and outbound customer sales / service in language of our customers German, French, English
* Process and manage orders and product returns, ensuring on-time delivery and handling any irregularities in order processing.
* Maintain customer data and conduct debtor control and research.
* Handle & respond to customer complaints and issues, providing resolution or escalating the issue to the appropriate department if needed
* Handle and allocate medical questions for cosmetics, prescription and aesthetics products
* Build and maintain strong relationships with customers by providing excellent customer service in terms of inbound, outbound, upselling and cross selling
* Maintain accurate documentation of customer interactions and transactions
* Stay up-to-date with product knowledge to ensure customers receive accurate and timely information
* Collaborate with other departments to ensure customer satisfaction
* Attend training sessions and meetings as required
* Process orders, returns, and exchanges in accordance with company policies
* Initiate change in processes concerning customer care with the sole purpose to improve customer satisfaction
Skills & Qualifications
* Professional level of education
* Fluency in German, French and English is a must (also Italian would be a useful addition)
* Proven experience in Customer Service Management with strong communication skills and “out of the box” thinking
* Strong organization and time management skills
* First-rate problem-solving ability and conflict resolution skills
* Effective Team player
* Analytical mindset with the ability to use data to drive decision-making
* Business acumen and good understanding of customer service management
* Dedication to delivering exceptional customer service
What we offer in return
* You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.
* You will receive a competitive compensation package with bonus structure and extended benefit package.
* You will be able to work in a hybrid work culture.
* You will participate in feedback loops, during which a personalized career path will be established.
* You will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability.
Next Steps
* If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
* The next step is a virtual conversation with the hiring manager.
* The final step is a panel conversation with the extended team.
Our people make a difference
At Galderma, you’ll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.
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