Customer Service Administrator
Position Summary
Ensure smooth order processing, accurate invoicing, and outstanding customer service. Optimize workflows, maintain accuracy, and deliver exceptional service to both internal stakeholders and customers. Improve efficiency and ensure every order is handled with precision and care.
Hierarchical position
Reports to the Team Lead - Customer Service Order Management
Operational excellence
- Accurately process customer sales orders and exchanges in the ERP system, including return orders.
- Create and manage credit and debit memos for customers.
- Oversee the end-to-end invoicing process, ensuring timely and accurate invoicing.
- Collaborate with internal teams (Sales, Logistics, Finance) and Healthcare Professionals, to resolve customer issues, ensure in-time deliveries, and streamline order-to-cash operations.
- Handle escalations and work with department lead and management to resolve issues effectively.
- Monitor and proactively resolve discrepancies in order and invoice statuses.
- Provide professional customer service by phone on inquiries related to orders, returns, invoices, and general questions.
- Ensure compliance with internal policies and external regulations (healthcare, logistics).
- Document all interactions accurately while maintaining confidentiality of sensitive information.
- Maintain accurate documentation and reporting for internal controls and (external) audits.
- Assure adherence to the environmental, occupational health and safety management systems requirements (ISO14001 and ISO 45001).
- Assure adherence to the ISO13485 requirements and the ACIST Quality Management System (procedures and work instructions).
- Minimum 3 years of experience in customer service, order management or sales administration, preferably in an international healthcare or pharmaceuticals environment.
- Excellent communication and problem-solving skills, within a collaborative team mindset.
- Ability to accelerate both individually and as a team in a fast-paced environment.
- Well organized way of working, with strong analytical skills and commitment to compliance.
- Proficient level of English and German, or English and French, in both word and in writing.
- Proficient in Microsoft Office, especially Excel.
- Proficient in CRM systems and call center software.
- Familiarity with ERP systems (SAP, Oracle, Microsoft Dynamics).
- Knowledge of the medical device or pharmaceutical industry and related regulations is an asset.
ACIST is an innovative interventional and diagnostic technology company with a portfolio of advanced products for the medical industry. By applying our products and innovative technologies, physicians are able to simplify cardiovascular procedures and treat patients with superior care.
Headquartered in Eden Prairie, Minnesota, USA, ACIST operates globally with over 400 employees in the US and Europe.