Customer Service Representative

At Medartis, we combine innovative solutions with skilled professionals to be the provider of choice in orthopaedics. Founded in 1997 and headquartered in Basel, Switzerland, the Medartis Group is one of the world's leading manufacturers and providers of medical devices for the surgical fixation of bone fractures in the upper and lower extremities, as well as the craniomaxillofacial region. The company employs around 1,400 people across its 13 locations and sells its products in over 50 countries worldwide.

The Customer Service Representative (CSR) serves as a key liaison between Medartis customers, the Sales Team, and internal departments. This role is responsible for processing orders efficiently and accurately, addressing customer inquiries, and providing exceptional service to both external and internal partners. The CSR must build strong relationships with customers and colleagues while managing multiple tasks in a dynamic, fast-paced environment.

Your Responsibilities

• Handle challenging customer situations with professionalism and promptness.
• Respond to customer and Sales Team service requests, meeting deadlines and commitments consistently.
• Build and maintain strong relationships through clear, respectful communication.
• Receive and accurately process orders for orthopedic procedures via email, ensuring timely entry into SAP.
• Verify contract pricing and charges to ensure accurate invoicing.
• Work closely with operations, logistics, finance, and marketing event teams to ensure smooth processes and operations.
• Identify and present innovative ideas to enhance the customer experience and improve work processes.
• Thrive in a fast-paced environment, adapting quickly to changing priorities, competing demands, and unexpected challenges.
• Maintain composure under pressure and handle high-stress situations professionally.
  
  

Your Qualifications

• Proven experience in a customer service role, preferably in the healthcare, medical device, or related industry.
• Familiarity with SAP or similar order management systems.
• Strong problem-solving and multitasking abilities.
• Excellent communication skills with a focus on relationship building and teamwork.
• Ability to work effectively in a fast-paced and dynamic environment.
• High attention to detail and commitment to accuracy.
• Customer-focused mindset with a commitment to service excellence.
• Strong organizational and time-management skills.
• Effective problem-solving and critical-thinking abilities.
• Professional and respectful communication.
• Ability to work collaboratively across multiple teams and functions.