As a Customer Service Representative you will process medical device orders , specifically relating to service related tasks like complaint handling and / or preventive maintenance of capital equipment, track shipments, respond to (internal) customer enquiries, handle product information requests, and resolve hospital emergencies. You will work and partner with the, field service team, sales teams, operations teams and other internal departments with respect to customer needs, act as a professional liaison between internal and external customers resulting in customer satisfaction and -retention.
In this role your other main activities are:
# receive and process complaint / service orders;
# run reporting on install base and equipment movements and follow up accordingly
# coordinate the planning of any service activities like installation, preventive maintenance, repair and upgrades;
# ensure that the service management system is up to date with all service activities
# track shipments for customers and field service engineers;
# ensure the timely return of unused products;
# handle emergency situations for customers;
# work with (field) service, marketing, sales management, other departments and freight forwarders to obtain answers and solutions to customer requests, including service complaints;
# ensure relevant customer administration and documentation;
# perform all duties within the Job Specific SOP requirements
# Bachelors' degree desired (HBO);
# Minimum of three years of experience in a customer service setting, preferably in a shared service environment;
# proficiency in the use of SAP and Microsoft Office programs (specifically Outlook and Excel);
# experience in the medical industry;
# excellent interpersonal and communication skills (both verbal & written skills);
# strong organization skills and demonstrated attention to detail;
# ability to multi-task in a fast paced environment, ability to work effectively under pressure;
# ability to adjust in a changing environment;
# near native English.
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