Customer Service Representative AU (m/f/d)

Company description:

KARL STORZ - The purpose driven pioneers We improve patients´ lives every day. Our innovations help millions of patients worldwide to have access to diagnostics and treatment options that seemed impossible only a few decades ago. These innovations are the result of the contribution of every single employee, as well as the trust we have earned from healthcare professionals around the globe, through over 75 years of experience and market leadership. As a family-owned company, we think in generations, not quarters. We answer to our values, not to external shareholders. That's why we constantly rethink the way we work, always searching for the best options for patients, healthcare professionals, our employees and the planet. Our work makes a difference!

Job description:

Your Mission

• Sales interaction with internal/post sale customers.
• Processing quotes and orders.
• Handling and resolving customer complaints.
• Obtaining and evaluating all relevant information to handle enquiries and complaints.
• Developing and building customer relationships.
• Maintaining back orders.
• Maintaining databases.
• Processing applications for warranty/faulty/customer's property and credits, ensuring replacements are sent out in a timely manner.
• Coordinating and maintaining records of repairs with manufacturing and outside contractors.
• Generate ad hoc reports as needed
• Follow up internal/external customer enquiries and respond within the company expectations.
• Manipulating and understand Excel reports.
• Keep records of customer interactions and transactions, record details of action taken.
• Adherence to regulatory procedures in order to maintain ISO compliance.
• Work in conjunction with the warehouse team, sales team and other internal stakeholders.
• Administration back up as required;
• Other tasks or projects as required by the Customer Service Supervisor or Operations Manager.

• Previous experience in customer service essential.
• Works in a calm and logical way to solve issues.
• Excellent phone manner.
• Intermediate Word, Outlook and Access skills.
• Intermediate to advanced Excel skills, with the ability to do VLOOKUP's and Marcos.
• Database management systems experience.
• A medical background or experience with a medical company is desirable, however not essential.
• SAP experience is highly regarded.