Customer Care Representative Iv
vor 2 Wochen
Galvanize is a biomedical platform company operating at the convergence of engineering, biology, and healthcare delivery, aiming to deliver life-changing solutions to patients and their doctors. We design and develop Pulsed Electric Field Systems to achieve meaningful and lasting therapeutic outcomes for patients.
General Description
- As Galvanize Therapeutics grows its commercial operations, we need a customer service team committed to delivering world-class service to our customers, distributors, and field-based teams. With a focus on European logistics, the successful Customer Care Representative IV will have a commitment to empathy and expertise, a relentless commitment to expedient response times, and the ability to collaborate cross functionally to solve complex problems. This is a person that delights in the opportunity to deliver a memorable experience with every customer interaction._
Key Responsibilities
- _Setup new customer accounts in our CRM and ERP system including the maintenance of pricing, payment, and delivery terms._
- _Issue customer quotes and contracts as directed by Sales while ensuring adherence to company policies. _
- _Enter customer and field rep orders in our ERP and coordinate delivery through our third-party logistics provider (3PL)._
- _Log customer complaints and partner with our 3PL and Operations team to return goods._
- _Other related duties as may be assigned_
Key Requirements
**Education and Training**:_BA/BS in a related degree or equivalent years of education and experience._
**Skills and Experience**:
- _Required:_
- _Minimum of 7-10 years’ experience maintaining complex customer and order data in a CRM and ERP. _
- _Minimum of 7-10 years’ experience working cross-functionally and internationally, especially with outside sales teams, to deliver customer quotes, orders, and other customer needs within company defined key performance indicators. _
- _Minimum of 5 years’ experience working with international third-party logistics companies. _
- _Expertise with international exporting of medical goods, knowledge of international incoterms, EU healthcare compliance, and VAT laws. _
- _Experience working in a (FDA & EU MDR) regulated environment._
- _Demonstrated ability to communicate verbally or in writing with customers in a way that shows empathy and, when appropriate, can deliver negative information in a positive way. _
- _Intermediate to advanced knowledge of Microsoft Outlook, Word, Excel, and PowerPoint._
- _Willingness to work during business hours in Central European Time, including weekends and holidays, as the business needs._
- _Ability to work in a regulated environment in compliance to ISO 13485._
- _Preferred skills:_
- _Bilingual German/English is strongly preferred. _
- _Experience in a medical device manufacturing environment._
- _Experience with HealthLink Europe._
- _Experience with Zoho CRM and Inventory._
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