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About the Role
The Customer Success Representative is responsible for providing world-class customer service to our Medical Devices customers and Field Sales Agents. This role ensures the timely and successful handling of inbound calls and electronic inquiries, supports order requests, and acts as a liaison with other departments for account maintenance and customer needs. The position requires maintaining positive customer relationships and proactive communication with internal and external partners.
Responsibilities
- Ensures compliance with all standard operating procedures, policies, and guidelines.
- Processes customer and sales team requests including orders, returns, product pricing inquiries, and customer account questions.
- Responds to customer inquiries regarding order status, returns, product availability, and product portfolio.
- Creates and maintains cases in Salesforce for all service-related activities, ensuring timely and accurate resolution.
- Communicates with internal departments such as Finance, Customer Master, Post Market Surveillance, Shipping/Warehouse, and Sales.
- Facilitates the returned goods process for all order types.
- Processes order requests for Flash Program, Direct Sale, Warranty, and Consignment Billing with replenishment.
Requirements
- Minimum of 3-5 years Customer Service experience, preferably in the medical device or pharmaceutical industry, including a fast-paced call center environment.
- Proficiency in MS Office tools (Outlook, Excel, Word).
- Experience or proficiency in Salesforce and SAP strongly recommended.
- Ability to develop, strengthen, and maintain partnerships with others inside or outside the organization.
- Intuitive customer-focused mindset coupled with an enthusiastic and collaborative team-oriented aptitude.
- Strong interpersonal skills with the ability to effectively communicate at all levels internally as well as externally.
- Self-starter and strategic thinker with demonstrated ability to work independently.
- Willingness to take ownership and accept responsibility for actions and decisions.
- Acute problem-solving aptitude balancing company objectives with customer needs.
- Strong attention to detail and excellent execution capabilities for completing tasks within SLA.
- Ability to manage multiple priorities.
- Passion for delivering quality results in a timely fashion.
- Excellent oral and written English communication skills.
- Other languages are a plus.
Skills
- Customer Service
- MS Office
- Salesforce
- SAP
- Interpersonal skills
- Communication skills
- Problem-solving
- Attention to detail
- Time management
Location
- Domain
Work Type
- On-site
Experience Level
- 3-5 years
Education Level
- High School Diploma
- Associate degree preferred
- Bachelor's degree preferred
About the Company
- Establishment Labs is changing the medical device, breast health, aesthetics and reconstruction industry by designing, developing, and manufacturing an innovative portfolio of advanced medical aesthetic device technologies and wellness solutions.
- It is currently the world’s fastest-growing women’s health company.
- Femtech solutions are produced at two MDSAP-certified, carbon neutral, LEED Gold certified, state-of-the-art manufacturing facilities in Costa Rica.
- Products are approved for sale in more than 85 countries.
- The company trades on the NASDAQ stock exchange under the ticker symbol ESTA and has a market cap of around $1.8 billion.
- This is an exciting opportunity to join an innovative international company in hyper-growth as we launch a significant revolution to transform the women´s aesthetics industry.
Equal Opportunity
- Establishment Labs is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability (visible and not visible), gender, gender identity or expression, or veteran status.
- We strive to be a more equal opportunity workplace.