Regional Sales and Customer Support Representative

Customer Support Amsterdam, Netherlands


Description

Provides support to the sales team/distributors as well as to external customers - order processing/entry, price quotations, information input and management, product training or other related tasks, ensuring customer satisfaction by providing Align customers (internal/external) with professional and efficient service at all times to support the company goals and NPS ambitions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Act as a business partner for local customer service & sales team management.
  • Answering calls and email communications directed to the Region Sales & Customer Support team.
  • External customers could be direct Invisalign customers, other Orthodontists or GDPs, dental laboratories, hospitals, distributors or other cooperating partners.
  • Providing data and reports to help the sales team and keeping track of sales/shipment targets.
  • Provide information about the product, services, prices, promotions, financial options to internal/external customers.
  • Overlooking the processing of new sales leads.
  • Review shipments in the region and ensure they are being scheduled, handled, and shipped as per the regulations.
  • Communicating shipment status updates with customers (internal/external).
  • Support billing and order entry for our central services, whenever necessary creating new shipment orders for international routes.
  • Routing shipments, liaise with local supply chain manager and production, provide special shipment handling instructions when required by customer.
  • Assisting customers (internal/external) with necessary documentation (e.g. pro-forma invoice, RA documentation).
  • Assists with customer problems such as delays, missing shipments, price adjustments, complaints; etc. continually strives for prompt resolution, with a sense of urgency and a high level of communication.
  • Escalates customers to Operations Manager when appropriate.
  • Conduct Admin related tasks whenever necessary.
  • Managing the correspondence between the sales team and their clients if needed.
  • Monitoring customer accounts

EDUCATION and/or EXPERIENCE

At least 2-3 years of experience in a similar operational role for a fast growing international company. Experience working with medical or other equipment (HW/SW) preferred. Experience working with import and export regulations preferred.

SKILLS REQUIRED:

  • Ability to communicate effectively with people in all areas of a company is vital.
  • Willing to reassess and reorganize when traditional solutions aren't working.
  • work within a multi-cultural team and have superior interpersonal skills, able to multitask, as well as set priorities and meet deadlines.
  • Strong customer service skills,
  • Strong interpersonal skills, positive attitude & self-motivated,
  • Good analytical skills,
  • Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction (NPS),
  • Strong organizational skills; attention to detail,
  • Providing Excellent Customer Service to internal and external clients.
  • Complies with all appropriate policies, procedures, safety rules and regulations.