Customer Service Representative
Job Summary
The Customer Service Representative will support business processes, manage customer relationships, and handle sales order processing and back-office tasks. The role requires collaborating with various departments to ensure efficiency, resolve complaints, and achieve department goals. The ideal candidate is a university graduate with strong communication skills and relevant customer service experience.
Responsibilities
- Manage customer relationships and handle inquiries professionally
- Process sales orders and review Capital Sales documentation
- Handle back-office tasks including pricing, billing, and backorders
- Collaborate across departments to resolve issues and meet goals
Required Skills
- University graduate or equivalent experience
- Proficiency in written and verbal English
- Strong proficiency in MS Word, Excel, and Outlook
- Experience with ERP systems (SAP, BPCS, Peoplesoft, etc.) is a plus
Job Details
Learn and understand current processes and procedures used to support the business in the region to prepare for legal entity separation and implementation of a new ERP system.
Review work processes and make recommendations for improvements to ensure maximum efficiency and process excellence; assist with documenting department processes and procedures.
Build and manage relationships with the customer base and develop in-depth knowledge of customers to drive business growth by being well-informed about product portfolio, promotional activities, and service offerings.
Interact with customers positively and professionally at all times by dealing with queries quickly, accurately, and professionally at all customer contact points; ensure the customer is kept up to date and that long-term solutions are developed and implemented.
Sales Order processing, including sub-processes such as setting up new customers in the system, processing Service Agreement orders, and following up on required paperwork or approvals for Capital and Consumable orders.
Review required documents for Capital Sales for completeness, compliance, and adherence to policies and procedures, coordinating with other departments such as Legal and Accounting.
Capture, report, escalate, and ensure timely response and resolution to all product and service complaints in line with global policies.
Carry out back-office tasks such as Pricing, Billing, Customer Accounts Process, and proactive management of Backorders.
Work closely with field-based Sales staff, Logistics, IT, and Finance departments to resolve issues efficiently.
Manage demo inventory tracking and reporting for assigned regions and fulfill demo system requests from Sales Representatives, including field movement logistics support.
Coordinate with department management to ensure department metrics, goals, and objectives are met.
Requirements:
- University graduate or equivalent work experience in Customer Service
- Experience working in a healthcare or medical device multinational company a plus
- Proficiency in English, required for both written and verbal communication
- Team player with a positive work attitude
- Professional, resourceful, flexible and detail oriented
- Prior experience working with BPCS, ServiceMax, Peoplesoft, SAP/JDA or Microsoft D365 a plus
- Proficiency in MS Word, Excel, and Outlook