Customer Service Analyst

 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. 

 • 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.