Company Description
medmix is a global leader in high-precision delivery devices, with leading positions in healthcare, consumer and industrial end-markets. Our customers benefit from our dedication to innovation and technological advancement that has resulted in over 900 active patents. Our 14 production sites worldwide together with our highly motivated and experienced team of nearly 2'700 employees are at service of our customers with uncompromising quality, proximity and agility. medmix is headquartered in Baar, Switzerland. Our shares are traded on the SIX Swiss Exchange (SIX: MEDX).
Job Description
- Provide email and phone support to customers including answering common inquiries regarding order status, freight charges, tracking, document requests, product, pricing, and availability.
- Operate the shared customer service email inbox(es) to assure organization, delegation and timely responses.
- Validate and direct sales inquiries and leads to the appropriate member of the sales team or agency, working closely with sales and medmix CRM to ensure smooth transition for the customer between Sales and Order Management.
- Execute date changes on customer sales orders resulting from sales allocations and purchasing/planning including system updates and customer notifications
- Utilization of customer portals as necessary for receiving orders, submitting ASNs, invoices and various customer requirements.
- Facilitate routine order/delivery issues and customer complaints including entering RMAs, replacement orders, credit and debit memos.
- Research and resolve customer billing/payment discrepancies as requested by Finance or Sales
- Apply Delegation of Authority for appropriate approvals of orders, credits, samples, etc
- Processing of sample and goodwill orders utilizing medmix CRM.
- Answer phone calls and direct to appropriate person/department
- Proactively engage and support company initiatives designed to promote a culture of safe working, environmental protection, and continual improvement
- Deliver excellent customer service based on achieving targets on KPIs for response time, lead turn over, accuracy of orders.
- Review purchase orders for accuracy and working with customers and sales to make corrections to pricing, MOQ, payment terms, etc.
Qualifications/ Work experience: 3+ years in customer service experience in an office setting
Education: Associate or bachelor's degree in related field preferred or equivalent education or experience in similar role
Other:
- Strong written and verbal communication skills
- Bias to action with a focus on improving the customer experience
- Business and commercial acumen
- MS Office (Word, Excel, PowerPoint, Outlook)
- SAP knowledge preferred
- Well organized, detail oriented, accountable, and responsible
- Energetic presence, self-starter
- Ability to multi-task, prioritize and manage time effectively
- High level of customer proximity/orientation
- High level of accountability expectation for themselves and others.