Overview
The Customer Service Representative is responsible for the end-to-end execution of the order-to-cash process, providing high-level logistics and administrative support to internal and external customers. We are looking for a German speaking proactive, senior-minded professional who goes beyond daily operations to identify process improvements, collaborate with IT on digital tools, and ensure "Customer Excellence" in every interaction.
Responsibilities
* Customer Excellence: Provide "white-glove" service by anticipating customer needs and ensuring a seamless experience from initial contact to post-sales support.
* Order-to-Cash Management: Lead the full order fulfillment cycle: order entry in ERP, inventory oversight, on-time delivery coordination, and invoicing.
* Process Improvement & Initiative: Take ownership of Customer Service workflows. Proactively identify bottlenecks, document new SOPs, and propose solutions to enhance efficiency.
* Digital & IT Collaboration: Act as a key user for the ERP system and manage technical requests/improvements through Jira ticketing. Liaise with IT to ensure tools are optimized for business needs.
* Account Receivable (AR) Support: Oversee basic AR functions, including payment follow-ups, resolving billing discrepancies, and ensuring financial data accuracy within the customer module.
* Logistics & Export: Coordinate shipments and handle complex customs requirements (VAT, duties, Carnet ATA).
* Post-Sales & Quality: Manage RMA (Returns) and handle customer complaints/enquiries with a focus on quick resolution and full traceability.
* KPI Monitoring: Track key performance indicators to measure and report on service levels and operational success.
Requirements
Work Experience and Education requirements
* Education: Higher education in Business Administration, International Trade (CFC), or a related field.
* Experience: Minimum 5 years of experience in Customer Service or Order Management within an international, fast-paced environment (Medical Device experience is a strong asset).
* Languages: Native or C2 German is mandatory. Fluency in French and English is required.
* Technical Savvy: Advanced mastery of ERP systems (QAD experience is a plus) and familiarity with Jira or similar ticket-based project management tools.
* Financial Awareness: Solid notions of Account Receivable (AR) and general accounting principles related to sales.
Soft Skills
* Proactive Mindset: A person who takes initiative rather than waiting for instructions.
* Analytical Skills: Ability to look at data and processes to drive improvements.
* Resilience: Ability to maintain "Customer Excellence" standards under pressure.
* Communication: Exceptional verbal and written skills to build relationships with global stakeholders
What we offer
* A dynamic, innovative environment with cutting-edge medical technology that is shaping the future of robotic surgery
* Fast-growing Company where innovation meets agility
* Structured onboarding program, ensuring a confident start
* High degree of autonomy and flexibility
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