What are the responsibilities and job description for the Customer Service Representative position at International Medical Industries?
Description
This role is responsible for managing customer inquiries, facilitating the sales process, and providing exceptional customer service to clients worldwide. As a key member of the customer service team, this role plays a crucial role in driving revenue growth and building long-term relationships with customers.
Duties and Responsibilities:
• Act as a liaison between customers, regional sales managers, and supply chain.
• Serve as one of the primary points of contact for customers, handling inquiries, order processing, and resolving any product-related issues in a timely and professional manner.
• Provide exceptional customer service by demonstrating product knowledge, addressing customer needs, and offering ppropriate solutions.
• Maintain accurate customer records, including contact information, order activities, and interactions in the ERP.
• Prepare and send quotations, sales proposals, product information, tracking and invoices to customers, ensuring accuracy and completeness.
• Assist in coordinating and managing customer orders, ensuring timely delivery and customer satisfaction.
• Proactively identify opportunities for upselling and cross selling our products to existing customers.
• Collaborate with other departments, such as marketing and product development, to provide customer feedback and contribute to the continuous improvement of our products and services.
• Stay updated on industry trends, market dynamics, and competitors' activities to effectively position our products and services in the market.
• Other duties as assigned.
Requirements
• Proven experience in customer service, inside sales, or a similar role, preferably within the medical device / pharmacy industry.
• Strong interpersonal and communication skills, with the ability to build rapport and establish long-term relationships with customers.
• Excellent problem-solving and negotiation abilities, with a customer-centric approach.
• Proficient in using ERP software and other customer service tools.
• Ability to work independently as well as in a team environment.
• Strong organizational skills and attention to detail.
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Knowledge of medical devices, healthcare industry regulations, and medical terminology is an asset.
• Experience in sterile drug compounding or a related field is preferred.
• Fluency in multiple languages is desirable, as we serve customers globally.
Physical / Mental Demands:
• Working conditions are normal for an office environment.
• Work under stress in a fast-paced environment.
• Must be alert, able to concentrate, and use good judgment.
• Must be able to work under conditions that require sitting, standing, walking.
• Comfortable speaking with customers and team members.