Customer Service Analyst

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.