Customer Care Representative (Austin, Texas)

Establishment Labs • Austin, TX

4d

About The Position

The Customer Success Representative is responsible for providing world class customer service to our Medical Devices customers and Field Sales Agents. Primary to ensuring success in this role, the agent will be responsible for the timely and successful handling of inbound calls and all electronic inquiries coming in via email, e-fax, and web orders and supporting order requests. The Customer Success Representative may act as a liaison with other departments for account maintenance, and other customer needs. Central to this position, the agent is expected to maintain positive & productive customer centric relationships as well as proactively provide timely and effective communications to all internal partners and external customers.

Requirements

• Minimum of 3-5 years Customer Service experience (preferably in the medical device or pharmaceutical industry) including a fast-paced call center environment
• Proficiency in MS Office tools (Outlook, Excel, Word).
• Experience or Proficiency in Salesforce and SAP strongly recommended.
• Ability to develop, strengthen, and maintain partnerships with others inside or outside the organization, who can provide information, assistance, and support.
• Intuitive customer focused mindset coupled with an enthusiastic and collaborative team-oriented aptitude.
• Strong interpersonal skills with the ability to effectively communicate at all levels internally as well as externally.
• Self-starter and strategic thinker with demonstrated ability to work independently and a willingness to take ownership, accepting responsibility for actions and decisions.
• Acute problem-solving aptitude balancing the needs of the company objectives while empathizing with the customer and their situation.
• Strong attention to detail and excellent execution capabilities for completing tasks within SLA. Innate ability to manage multiple priorities, an instinctive eye for attention to detail, and a passion for delivering quality results in a timely fashion.
• Excellent oral and written English communication skills are required. Other languages are a plus.
• High School Diploma. Associate degree or Bachelor’s degree preferred.

Nice To Haves

• Experience or Proficiency in Salesforce and SAP strongly recommended.
• Other languages are a plus.
• Associate degree or Bachelor’s degree preferred.

Responsibilities

• Conducts oneself in a manner which ensures compliance with all standard operating procedures, policies, and guidelines encompassed under the company policies and guidelines.
• Process requests received from customers and the sales teams including orders, returns, product pricing inquiries, and general customer account questions.
• Respond to inquiries from customers regarding status of orders and returns, availability of products and questions about our product portfolio.
• Create and maintain cases in Salesforce for all service-related activities (orders, complaints, etc) ensuring timely and accurate resolution.
• Communicates with internal counterparts across the organization in such areas as Finance, Customer Master, Post Market Surveillance, Shipping/Warehouse, and the Sales team.
• Facilitates the returned goods process for all order types as needed.
• Responsible for timely processing of order requests for Flash Program, Direct Sale, Warranty, and Consignment Billing with replenishment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees