Customer Care Coordinator

Customer Care Coordinator

You excel at after hours service working 3:00PM - 12:00AM with a weekend day either Saturday or Sunday and love the challenge of continuous learning.

You own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.

You apply critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.

You own customer communications E2E for all service events.

You navigate complex discussions with customers when scheduling appointments.

You manage and apply prioritization logic that aligns with customer commitments.

You own the deployment of field resources; is the decision maker, coordinates with field management displaying strong influencing & collaborative skills.

You manage capacity planning to meet cyclical demand ensuring delivery of customer commitments.

You utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.

Your expertise:

A Bachelor's degree or equivalent experience.

Good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook)

Knowledge of SAP is preferred but not required

Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences

Ability to support complex projects and determine the critical path to improve timely performance is essential

The candidate should be able to independently perform important areas of standard professional level work that typically requires processing and interpreting more complex, less clearly defined issues

Strong organizational and time management skills with exceptional attention to detail is required

The candidate should be able to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity

Self-starter, self-motivated, high level of initiative, embraces an ownership culture.

Customer facing experience is preferred

Experience in medical device or healthcare.

Conducts technical and/or administrative, mainly pre-defined support activities for service operations and delivery.

Processes incoming orders, inquiries and/or requests regarding products and/or services.

Performs order management for assigned customers, manages and files clients' information in the information system.

Supports customer remotely and onsite, and provides 1st level user support in case of arising issues.

Drives complex issues and questions to respectively qualified Service Technicians or Service Engineers.

Cooperates with clients and sales representatives to clarify orders and issues.

Participates in investigating and resolving commercial and/or technical problems.

Supports pre-and/or post sales technical product advice for development, implementation and operation of customer solutions.