Customer Service Advisor, DE
Location: Darmstadt, Germany
Highly Competitive Salary + Excellent Benefits + Career Enhancement
Position Overview:
The Customer Service Advisor is a vital member of our team, responsible for delivering exceptional customer service and support to our valued clients. This role involves providing assistance, resolving inquiries, and ensuring customer satisfaction through various communication channels.
Role Functions
- Customer Assistance: Respond promptly and professionally to customer inquiries, requests, and complaints via phone, email, or chat. Provide accurate information, troubleshoot issues, and offer solutions to meet customer needs effectively.
- Order Processing: Process customer orders, returns, and exchanges accurately and efficiently. Coordinate with Sales, Logistics and Finance to ensure timely delivery and resolution of customer requests while checking that all requirements are fulfilled accurately.
- Product Knowledge: Develop a comprehensive understanding of our products or services to provide knowledgeable assistance and guidance to customers.
- Issue Resolution: Address customer concerns and resolve problems in a timely and satisfactory manner. Escalate complex issues to appropriate channels for further investigation and resolution. Monitor financial status of orders and support in resolving of not processed/ paid orders.
- Customer Relationship Management: Supporting the Business Sales function in promoting Mindray as the supplier of choice. Follow up with customers to ensure satisfaction and gather feedback for continuous improvement. Meeting the customer needs whilst ensuring compliance to internal processes and regulations.
- Documentation and Reporting: Maintain accurate records of customer data and interactions, order and delivery status, and further inquiries using designated systems or software. Monitoring on hold orders and informing customers regularly.
- Quality Assurance: Adhere to established service standards and quality assurance guidelines to ensure consistency and excellence in customer service delivery.
Qualifications and Experience
- Previous experience in a Customer support role with order processing as a key focus area
- Very good MS Office skills, SAP and CRM system knowledge is advantageous
- Strong German and English skills are essential
- Ideally from medical industry or related stock based industry
- Attention to detail and accuracy in handling administrative tasks and documentation
- Ability to work independently as well as part of a team, demonstrating flexibility and adaptability
- Strong verbal and written communication skills and interpersonal abilities, with a customer service-oriented approach.
- Understanding cultural differences among various countries and being able to adapt to that
- Ability to work in Germany without requiring sponsorship
Mindray Europe, as part of the global Mindray business, offers a wide selection of bespoke benefits dependent on your location, along with a competitive compensation package and a commitment to a long-term working relationship. With industry leading training and development available to you, you are sure to have a highly rewarding and mutually beneficial, career with Mindray, in a culture that values honesty and fun!
Our goal is to continuously improve and sustain an inclusive culture in which diversity provides deeper customer insights and creates a competitive advantage in the markets we serve. By attracting, developing, and engaging the best team of diverse, empowered associates, we help build success for ourselves and our customers.
As English is our business language - please submit your CV and application in English.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
