Customer Support Representative providing support in German and English through various channels. Resolving inquiries, assisting customers, and collaborating with teams in a hybrid work environment.
About the role
- Senior Customer Service and Sales Support Representative at PROCEPT BioRobotics managing customer lifecycle support. Collaborating with cross-functional teams to deliver exceptional service and enhance customer satisfaction.
Responsibilities
- Efficiently manage and process global orders, including capital equipment, disposables, warranty, RGAs, rental, evals, trunk stock and service, ensuring accuracy and timely fulfillment.
- Proactively address and resolve customer inquiries, complex complaints, and escalations.
- Partner with logistics and supply chain teams to coordinate shipping, delivery timelines and inventory availability, ensuring seamless order execution.
- Assist throughout the quote-to-cash process, including coordination of capital equipment delivery and install.
- Uphold Standard Operating Procedures and ensure all customer transactions comply with company policies, industry regulations and SOX requirements.
Requirements
- 5+ years of customer service and/or sales support experience, preferably within the medical device or life sciences industry.
- BA/BS preferred or equivalent combination of experience and education.
- Advanced proficiency of order management, CRM and ERP systems (Salesforce and QAD preferred).
- Proven ability to handle customer complaints and escalations with a track record of driving process improvement.
Benefits
- full medical coverage
- wellness programs
- on-site gym
- a 401(k) plan with employer match
- short-term and long-term disability coverage
- basic life insurance
- wellbeing benefits
- flexible or paid time off
- paid parental leave
- paid holidays
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