Customer Service Representative
This role is responsible for managing customer inquiries, facilitating the sales process, and providing exceptional customer service to clients worldwide. As a key member of the customer service team, this role plays a crucial role in driving revenue growth and building long-term relationships with customers.
Duties and Responsibilities:
- Act as a liaison between customers, regional sales managers, and supply chain.
- Serve as one of the primary points of contact for customers, handling inquiries, order processing, and resolving any product-related issues in a timely and professional manner.
- Provide exceptional customer service by demonstrating product knowledge, addressing customer needs, and offering appropriate solutions.
- Maintain accurate customer records, including contact information, order activities, and interactions in the ERP.
- Prepare and send quotations, sales proposals, product information, tracking and invoices to customers, ensuring accuracy and completeness.
- Assist in coordinating and managing customer orders, ensuring timely delivery and customer satisfaction.
- Proactively identify opportunities for upselling and cross selling our products to existing customers.
- Collaborate with other departments, such as marketing and product development, to provide customer feedback and contribute to the continuous improvement of our products and services.
- Stay updated on industry trends, market dynamics, and competitors' activities to effectively position our products and services in the market.
- Other duties as assigned.
Requirements:
- Proven experience in customer service, inside sales, or a similar role, preferably within the medical device / pharmacy industry.
- Strong interpersonal and communication skills, with the ability to build rapport and establish long-term relationships with customers.
- Excellent problem-solving and negotiation abilities, with a customer-centric approach.
- Proficient in using ERP software and other customer service tools.
- Ability to work independently as well as in a team environment.
- Strong organizational skills and attention to detail.
- Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
- Knowledge of medical devices, healthcare industry regulations, and medical terminology is an asset.
- Experience in sterile drug compounding or a related field is preferred.
- Fluency in multiple languages is desirable, as we serve customers globally.
Physical / Mental Demands:
- Working conditions are normal for an office environment.
- Work under stress in a fast-paced environment.
- Must be alert, able to concentrate, and use good judgment.
- Must be able to work under conditions that require sitting, standing, walking.
- Comfortable speaking with customers and team members.