Customer Support Specialist
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| Job Type | Fixed Term |
| Area | Dublin, Ireland |
| Sector | Commercial |
| Start Date | |
| Advertiser | Esther Emmanuel |
| Telephone | +353 1 574 4006 |
| Job Ref | 2933 |
| Job Views | 230 |
- Description
- 2933 - Customer Support Specialist
We are recruiting for a CoolSculpting – Customer Support Specialist (12 month FTC) to join our clients’ diverse team in Dublin.
Main responsibility would be to provide world-class customer support to direct customers worldwide as well as the CoolSculpting domestic Sales team. This position requires an extensive understanding of company products and processes especially those related to sales processes and sales administrative concepts and policies.
Why you should apply:
This is an excellent opportunity to join a world class manufacturing operation, with an outstanding track record of reliably delivering high-quality medicines to patients around the world suffering serious illnesses.
There is a strong culture of continuous improvement and innovation within the company to strive for solutions that improve health outcomes and dramatically improve people’s lives.
Our client is developing the capability to produce all its medicines, helping to ensure continuity of supply of our medicines as they expand internationally.
What you will be doing:
Serve as liaison between direct sales personnel, international field personnel, distributors, customers and various entities at corporate headquarters. Maintain excellent communication skills.
Execute the entire order to cash process for direct customers, international distributors and field personnel from initial quote through revenue recognition and collections.
Execute updates to work instructions, checklists and other operational forms as needed.
Support the international field personnel with all order processing, scheduling, logistics and overall account management.
Ability to use sound judgment and initiate strategic updates to work instructions, checklists and other operational forms as needed.
Execute all aspects of the direct customer sales process through order processing, scheduling, logistics and overall account management; fulfils assigned administrative order to cash obligations.
Answer incoming telephone calls from internal and external customers according to standards, set and exercise judgment in the handling of the call.
Utilise the ERP system (SAP) to enter orders in SAP for systems, consumables, process refunds and credits in a timely manner.
Address general enquiries / comments from international prospects and potential distributors.
Maintain CRM systems (SAP and Salesforce.com) to contain updated customer and field personnel information.
Co-ordinate system deliveries including new system sales, demos systems and service or replacement components with our logistics partners and customers.
Support the EMEA region demo process including scheduling and facilitating the demo delivery and pick up schedules.
As the liaison between the customer and the internal staff, works closely with inventory management and sales team to assure orders are efficiently processed and customer delivery expectations are met.
Develops and cultivates favourable relationships with existing and potential customers.
Manage and make decisions to troubleshooting issues or customer complaints prior to escalating to management for assistance in resolving their problems.
Makes independent decisions based on department guidelines and policies.
May be asked to participate on inter-departmental project teams.
Regularly reports on sales activities in the region and uses best judgment to escalate issues as needed.
Perform other related duties as assigned.
What you need to apply:
Educated to a high level, with a combination of education and experience.
A minimum of 3-5 yearsrelated experience required. Previous experience in supporting the sales process for a medical device company a plus.
Must be fluent in English (written and spoken) - French (written) or any additional European language is an advantage.
Previous experience in managing timely sales and service order processing and documentation completion.
Able to work on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required.
Strong ability to multi-task throughout day on both phone queues and email.
Excellent communications skills, both written and oral. Excellent organizational skills.
Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, and Access).
Experience with saleforce.compreferred.
Highly motivated and dedicated individual.