Customer Service Representative

Spineart; Genf; On-site; CHF 70,000 - 90,000; Full time

Job summary

Spineart in Switzerland is seeking a Customer Service Representative to advocate for internal and external customers and support daily order management to ensure on-time, in-full shipments. You will maximize service levels by exceeding expectations and handling returns, credits, and escalations.

The role requires fluency in German, English and French, with 3–5 years CS experience in medical devices or pharmaceuticals, and solid MS Office skills; knowledge of Microsoft Dynamics is a plus.

Qualifications

• Minimum 3–5 years Customer Service experience in Medical Device or Pharmaceutical industry preferred.
• Significant PC knowledge; strong Microsoft Office skills; Microsoft Dynamics a plus.
• Proficiency in German, English, and French is mandatory.

Responsibilities

• Represent Spineart to external and internal customers and provide stellar customer service.
• Process sales orders in the ERP and confirm product availability to customers; manage consignment replenishment to maximize service level.
• Ensure orders are shipped on time and in full; coordinate deliveries; follow up on inquiries; liaise with management on credits and escalations.

Skills

German

English

French

Tools

Microsoft Office

Microsoft Dynamics

Job description

Mission:

The Customer Service Representative acts as the internal and external customers advocate.

You will support the day-to-day operations related to order management with the objective to ship all orders on time and in full.

Your main duty is to maximize service level by exceeding customer expectations all the time.

Main activities:

• Represent company to external and internal customers and provide stellar customer service.
• Process sales orders in the ERP and confirm products availability to customers, manage replenishment of consignment inventories by focusing on stock and allocation issues to maximize service level.
• Ensure customer orders are shipped on time and in full, coordinate deliveries, follow-up on customer inquiries, liaise with management regarding customer credits, identify quality assurance complaints, trace lost shipments.
• Approve return requests in coordination with Supply Planning and coordinate returns.
• Manage shipping priorities and clarify customer orders for the shipping department.
• Communicate weekly open orders and backorder reports to the field team and customers.
• Coordinate physical inventories at customer facilities with field staff: issue inventory listing and reconcile discrepancies.
• Approve allocation of stock in short supply in coordination with field staff and Demand & Supply Planning.
• Issue special price quotations and bids, coordinate pricing allowances, deductions and adjustments.
• Reconcile forecasts with orders, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels.
• Connect customers to appropriate Corporate support or field staff.
• Be the point of contact with customer and Sales to investigate and correct unpaid invoice with discrepancies and supporting Finance with documentation, and handling escalations and credit notes.

Your profile:

• Proficiency in German, English, French mandatory. Other languages a plus.
• Minimum 3-5 years Customer Service experience in Medical Device or Pharmaceutical industry preferred.
• Significant PC knowledge. Skilled competence with Microsoft Office, Microsoft Dynamic a plus.

This role entails the following skills:

• Dedication to providing exceptional customer service and prioritizing needs of those seeking information from the company.
• Excellent oral, written and interpersonal communication skills.
• Highly effective at overcoming obstacles - tenacious and resilient.
• Exceptional listening and analytical skills.
• An excellent team player - highly effective in working with others but also capable of working independently as necessary.
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalations queries to higher authority.
• Ability to multi-task and an attention to detail.
• Must be able to work in a fast paced, time-sensitive environment.
• Ability to prioritize tasks and meet deadlines independently.