Customer Service Specialist

Proclinical; Zug; On-site; CHF 65,000 - 90,000; Full time

Job summary

Proclinical in Zug, Switzerland, is seeking a Customer Service Specialist to be the first point of contact for customers, handling orders, inquiries, and CRM data management. You will coordinate shipping, support onboarding, and collaborate with sales and regional teams to ensure a seamless experience.

The role emphasizes bilingual communication in German and French with English working proficiency, attention to detail, and the ability to work independently in a virtual-first environment.

Qualifications

• Experience in customer service administration and CRM systems.
• Experience handling inquiries via phone and email (call center-like).
• Interest in medical devices and dental industries, with willingness to learn technical aspects.
• Proficiency in MS Office 365 and CRM/ERP systems like NetSuite and Salesforce.

Responsibilities

• Process customer orders and ensure data accuracy for downstream teams.
• Maintain customer data in NetSuite and document activities in Salesforce.
• Coordinate repairs/returns with customers and regional lab.
• Support logistics and shipping activities and monitor shipments with providers.
• Address customer inquiries via phone and email, resolving first-level technical questions.
• Collaborate with colleagues for complex technical questions.
• Assist with customer onboarding to digital platforms and maintain relationships.
• Provide marketing materials and assist with customer events with the sales team.
• Ensure compliance with ISO procedures and company policies.
• Share feedback for process improvements with the Country Manager.

Skills

Customer service administration

Phone & email inquiries

Medical devices interest

MS Office 365

NetSuite and Salesforce familiarity

Interpersonal communication

Multitasking under pressure

Independent work

Team collaboration

Languages: German/French/English

Tools

NetSuite

Salesforce

MS Office 365

Job description

Join a collaborative team where you'll be the trusted first point of contact for customers, helping ensure an outstanding customer experience at every stage.

Proclinical is seeking a Customer Service Specialist to join a team in Zug, Switzerland. In this role, you will be the first point of contact for customers, handling administrative tasks, order processing, and shipping coordination while addressing customer inquiries via phone and email. You will also develop technical product knowledge through ongoing training to provide first-level support for technical questions. This position involves collaboration with internal teams, including sales representatives, dental labs, and the Country Manager, to ensure excellent customer service and satisfaction.

Please note that to be considered for this role you must have the right to work in this location or hold an EU passport.

Proclinical is acting as an Employment Agency in relation to this vacancy.

Responsibilities:

• Process customer orders, ensuring accuracy and completeness for downstream teams.
• Maintain customer data in NetSuite and document activities in Salesforce.
• Coordinate repairs and returns with customers and the regional lab.
• Act as a backup for logistics and shipping activities, including monitoring shipments and coordinating with logistics providers.
• Address customer inquiries via phone and email, providing clear explanations and resolving first-level technical issues.
• Collaborate with colleagues and subject matter experts for complex technical questions.
• Support customer acquisition and retention, including onboarding to digital platforms and maintaining relationships.
• Provide marketing materials and assist with customer events alongside the sales team.
• Ensure compliance with quality standards, ISO procedures, and company policies.
• Share feedback and ideas for process improvements with the Country Manager.

Key Skills and Requirements:

• Background in customer service administration or equivalent experience in customer communication and CRM systems.
• Experience in handling customer inquiries via phone and email, such as in a call center environment.
• Interest in medical devices and dental industries, with a willingness to learn technical aspects of products and terminology.
• Proficiency in MS Office 365 and familiarity with ERP/CRM systems like NetSuite and Salesforce.
• Strong interpersonal and communication skills, active listening, and empathy.
• Organized, detail-oriented, and capable of multitasking under pressure.
• Self-motivated and able to work independently, with day-to-day interactions primarily conducted via virtual platforms.
• Team-oriented, adaptable, and open to change with a positive attitude.
• Fluent in German (mother tongue), French (C1 level), and conversational English (B2 level).