Customer Service Coordinator - German Speaker
Intuitive is a pioneer and market leader in robotic-assisted surgery. We are committed to fostering an inclusive and diverse team and to advancing minimally invasive care worldwide. Our team works with hospitals and care teams to solve healthcare challenges and expand what is possible.
Primary Function of Position:
* Be the point of contact/escalation for its own market(s).
* 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.
* Work closely with other teams such as Sales, Finance, Logistics, Regulatory and Contracts.
* Master processes and make recommendations to improve overall team efficiency.
* Support customer success activities.
Qualifications
* Roles and Responsibilities: Responsible and accountable for a selection of markets/customers.
* Provide high standard customer support including phone and email requests from customers and distributors.
* Use best and appropriate practices and ensure continuous process improvement.
* Master customer service policies, processes and effectively follow up on and resolve sales order or service request issues with minimum supervision.
* Enter sales orders into SAP, verify that terms and conditions of purchase orders are processed accordingly.
* Support customer success activities such as onboarding new customers, key customer monitoring, strong partnership with sales teams.
* 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 up to date.
* Provide ad hoc reporting as needed.
* Take regular part in projects as assigned and provide general administrative support.
* Support system orders processing, deliveries and installations as required.
* 5 to 8 years of professional experience in a similar position, ideally within a medical device company.
* Native in German and fluent in English. An additional EU language is a plus.
* Strong knowledge of MS Office, ERP/SAP.
* Strong communication skills in both verbal and written form.
* Troubleshooting and problem-solving skills with high attention to detail.
* Time management abilities and strong interpersonal skills.
* Ability to build long-term professional relationships.
* Experience with process automation and process improvement using analytic skills.
* Capability to work in a fast-paced environment.
Additional Information
Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws. We will consider qualified applicants with arrest and conviction records in accordance with fair chance laws.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: Medical Equipment Manufacturing
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