Analyst, Customer Care

Job Description

About the Role: The Customer Care department is crucial in managing and administering the order management of medical equipment and processing orders and inquiries. You will join a dynamic international team supporting local Growth and Emerging Markets and global distributors in fulfilling product orders. Your role will involve managing order handling and ensuring an exceptional customer experience. Key Responsibilities Performing order entry or order management functions with high quality and delivering expected performance with the needed productivity. Utilizing your expertise in the German language to support the team by interpreting customer comments on faxes and aligning them with process knowledge to solve queries. Meeting all required metrics such as average handling time, quality targets, etc., as assigned per the process guidelines. Aligning with all queries shared by the local customer care team and providing resolutions based on information given by customers. Being efficient with MS Excel, PowerPoint, MS Word, and MS Outlook Teams. Creating required reports and presentations. Applying basic conceptual knowledge of theories, practices, and procedures within the job function. Performing assignments using existing procedures. Receiving guidance and direction from more senior-level roles/managers within the job function. Applying general business knowledge obtained through education or past experience with guidance from others. No supervisory responsibility; accountable for own contributions and meeting objectives with guidance from more senior-level roles/managers. Working within standardized procedures and practices to achieve objectives and meet deadlines. Exchanging straightforward information, asking questions, and checking for understanding. Compiling and organizing data/information to support discussions and inform decision-making. Requirements Minimum education level: University (Bachelor s Degree) Minimum 4-5 years of experience in Customer Service and working with order-to-cash processes, ideally in the Medical Devices/Medical Technology sector (or similarly regulated industry, e.g., Pharmaceuticals, etc.) Experience with and proficiency using SAP and the Microsoft Office suite of products (Excel, PowerPoint, Outlook) Excellent interpersonal and communication skills with a customer-centric mindset Highly organized Ability to manage a complex workload in a matrixed environment Willingness to learn, grow, and develop Business fluency in English - written and verbal is non-negotiable Proficiency in German language