Inside Sales - Customer Experience Senior

medmix; Hungerford; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Customer Account Manager, where you will play a pivotal role in delivering outstanding customer experiences. This position involves managing customer communications, resolving issues, and collaborating with various teams to meet customer needs. You will have the opportunity to work in a multicultural environment, enhancing your skills while contributing to innovative projects. With a competitive salary and a comprehensive benefits package, this role is perfect for someone passionate about customer service and looking to make a significant impact in the industry.

Benefits

33 Days Holiday

Defined Contribution Pension Scheme - 8% ER

Employee Assistance Program

On-site Car Parking

Discounts on Everyday Shopping

Qualifications

• Bachelor's degree or equivalent; 2+ years in a customer-facing role preferred.
• Experience in multicultural environments with strong communication skills.

Responsibilities

• Primary point of contact for customer account management and issue resolution.
• Build relationships with customers and ensure their requirements are met.

Skills

Customer Orientation

Problem-solving

Organizational Skills

Communication Skills

Planning Skills

Self-motivation

Education

Bachelor's Degree or Equivalent

Tools

SAP

Excel

CRM Tools

Job description

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Company Description

medmix is a global leader in high-precision delivery devices, with leading positions in healthcare, consumer and industrial end-markets. Our customers benefit from our dedication to innovation and technological advancement that has resulted in over 900 active patents. Our 14 production sites worldwide together with our highly motivated and experienced team of nearly 2'700 employees are at service of our customers with uncompromising quality, proximity and agility. medmix is headquartered in Baar, Switzerland. Our shares are traded on the SIX Swiss Exchange (SIX:MEDX).

You will work alongside a talented, supportive team of engineers and designers that are passionate about innovation and contribute to cutting-edge projects that benefit our customers and the world. We aim to expose our interns to these projects in the best way to help develop their ability and create a challenging but rewarding experience. Alongside engineering, medmix UK runs a full manufacturing facility in house, for products within the 'Industry' portfolio. Therefore the placement will afford the intern the ability to witness and work with other roles to gain experience of the full product lifecycle.

Job Description

Delivering an outstanding customer experience by serving as the primary point of contact for customers and achieving company goals on Customer Experience Key Performance Indicators. Responsible for day to day, and longer-term management of third-party intermediary's proactive customer communication on orders, delivery dates & shipments in close collaboration with Field Sales, Product Management, Marketing, Finance and Operations teams.

Main duties & responsibilities:

• Ensure and promote a safe work environment and safe working practices.
• Actively engage in medmix Safe behaviours program.

Leadership tasks:

• Own and manage proactive communication with customers.
• Build relationships with customers and key stakeholders within the business.
• Ensure each function is aware of and meets customer requirements and highlight any gaps.
• Participate in regular account calls with customers.
• Liaise with Order Fulfillment team.

Functional tasks:

• First point of contact for Customer Day-to-Day Account Management.
• Respond to requests for Quotation and product selection.
• Follow-up on aged and live quotations with intent to win and close.
• Seek Pull-in/Push-out opportunities within order book.
• Timely customer issue resolution closure and related customer communication including coordination with local Quality, Product Management and Engineering teams.
• Proactive data feed to customers of Order Book, Complaints, Performance KPI's & Open Actions status.
• KYC & Customer Account Creation, Customer Master Data management.
• Maintain/Update Pricing, HTC & MOQ in SAP including regular compliance reviews.
• Create & Maintain Customer SOP's with Order Management team to drive accurate quote, order and invoice management.
• Purchase order commercial compliance.
• Manage Customer Want Date.
• Cancellation, Concession Justification, manage transactional price variance requests as per DOA, scope & date change requests.
• Capture leads, opportunities and risks in CRM tool in coordination with Area Sales Managers.
• Support regional marketing communication efforts.
• Initiate & manage sample requests.

Additional tasks:

• Be a Champion and Role model for CRM tool, support Customer Satisfaction Survey requests & responses.
• Support Industry Marketing Communications in US - Infrequent travel.

Qualifications:

• Bachelor's degree (or equivalent education) or experience in similar role; +2 years in customer facing commercial role with supervision experience preferred.
• Experience in multicultural environment; very good English and local market language skills, any other language may be an advantage.
• Excellent organizational and planning skills.
• Creative and self-motivated.
• High level of customer proximity / customer orientation.
• Ability to talk comfortably with others.
• Problem-solving and prioritisation skills.
• High level of professional written and oral communication skills.
• Create and produce professional documentation; listen to concerns and handle issues without reacting personally.
• Strong SAP, Excel, CRM preferred; Social Media B2B communication experience is an advantage.
• Ability to collect and correlate data.
• At ease with matrix environment.

Additional Information:

• Competitive salary and benefit package commensurate with experience.
• 33 days holiday inclusive of bank holidays.
• Defined contribution pension scheme - 8% ER.
• Employee Assistance Program.
• On-site car parking.
• Access to a wide range of discounts on Everyday Shopping, Entertainment and Lifestyle.