Customer Service Representative

At Spineart, we are relentlessly driven by quality, innovation, and simplicity in the pursuit of improved patient outcomes. By simplifying surgical procedures, we empower our teams to focus on what truly matters: enhancing patient care. This dedication to excellence not only benefits patients but also creates a dynamic and fulfilling workplace for our employees. Consequently, our commitment to growth is not limited to the company’s success. We want our talents to pursue their personal and professional journey. We foster an environment that encourages learning, where curiosity is celebrated, and talent development is a priority. Discover your potential with us.

**Customer Service Representative**:
**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 escalate 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.