Customer Service Specialist

Customer Service Specialist

Join a collaborative team where you will serve as the trusted first point of contact for customers, helping to ensure an outstanding customer experience at every stage. In this role, you will handle administrative tasks, order processing, and shipping coordination while addressing customer inquiries via phone and email. You will also develop technical product knowledge through ongoing training to provide first-level support for technical questions. This position involves collaboration with internal teams, including sales representatives, dental labs, and the Country Manager, to ensure excellent customer service and satisfaction.

Responsibilities

• Process customer orders, ensuring accuracy and completeness for downstream teams.
• Maintain customer data in NetSuite and document activities in Salesforce.
• Coordinate repairs and returns with customers and the regional lab.
• Act as a backup for logistics and shipping activities, including monitoring shipments and coordinating with logistics providers.
• Address customer inquiries via phone and email, providing clear explanations and resolving first-level technical issues.
• Collaborate with colleagues and subject matter experts for complex technical questions.
• Support customer acquisition and retention, including onboarding to digital platforms and maintaining relationships.
• Provide marketing materials and assist with customer events alongside the sales team.
• Ensure compliance with quality standards, ISO procedures, and company policies.
• Share feedback and ideas for process improvements with the Country Manager.

Key Skills and Requirements

• Background in customer service administration or equivalent experience in customer communication and CRM systems.
• Experience in handling customer inquiries via phone and email, such as in a call center environment.
• Interest in medical devices and dental industries, with a willingness to learn technical aspects of products and terminology.
• Proficiency in MS Office 365 and familiarity with ERP/CRM systems like NetSuite and Salesforce.
• Strong interpersonal and communication skills, active listening, and empathy.
• Organized, detail-oriented, and capable of multitasking under pressure.
• Self-motivated and able to work independently, with day-to-day interactions primarily conducted via virtual platforms.
• Team-oriented, adaptable, and open to change with a positive attitude.
• Fluent in German (mother tongue), French (C1 level), and conversational English (B2 level).
• Must have the right to work in this location or hold an EU passport.