Customer Success Rep, Austin, TX

About Us:

Establishment Labs is changing the medical device, breast health, aesthetics and reconstruction industry by designing, developing, and manufacturing an innovative portfolio of advanced medical aesthetic device technologies and wellness solutions. It is currently the world’s fastest-growing women’s health company.

Our Femtech solutions are proudly produced at two MDSAP-certified, carbon neutral, LEED Gold certified, state-of-the-art manufacturing facilities in Costa Rica and are approved for sale in more than 85 countries.

Since 2018 the company trades on the NASDAQ stock exchange under the ticker symbol ESTA and has a market cap of around $1.8 billion.

This is an exciting opportunity to join an innovative international company in hyper-growth as we launch a significant revolution to transform the women´s aesthetics industry. 

Objective:

The Customer Success Representative is responsible for providing world class customer service to our Medical Devices customers and Field Sales Agents.  Primary to ensuring success in this role, the agent will be responsible for the timely and successful handling of inbound calls and all electronic inquiries coming in via email, e-fax, and web orders and supporting order requests. The Customer Success Representative may act as a liaison with other departments for account maintenance, and other customer needs. Central to this position, the agent is expected to maintain positive & productive customer centric relationships as well as proactively provide timely and effective communications to all internal partners and external customers.

Necessary Duties and Responsibilities include the following:

• Conducts oneself in a manner which ensures compliance with all standard operating procedures, policies, and guidelines encompassed under the company policies and guidelines.
• Process requests received from customers and the sales teams including orders, returns, product pricing inquiries, and general customer account questions.
• Respond to inquiries from customers regarding status of orders and returns, availability of products and questions about our product portfolio.
• Create and maintain cases in Salesforce for all service-related activities (orders, complaints, etc) ensuring timely and accurate resolution.
• Communicates with internal counterparts across the organization in such areas as Finance, Customer Master, Post Market Surveillance, Shipping/Warehouse, and the Sales team.
• Facilitates the returned goods process for all order types as needed.
• Responsible for timely processing of order requests for Flash Program, Direct Sale, Warranty, and Consignment Billing with replenishment.

Minimum Qualifications and Job specifications:

• Minimum of 3-5 years Customer Service experience (preferably in the medical device or pharmaceutical industry) including a fast-paced call center environment
• Proficiency in MS Office tools (Outlook, Excel, Word).
• Experience or Proficiency in Salesforce and SAP strongly recommended.
• Ability to develop, strengthen, and maintain partnerships with others inside or outside the organization, who can provide information, assistance, and support.
• Intuitive customer focused mindset coupled with an enthusiastic and collaborative team-oriented aptitude.
• Strong interpersonal skills with the ability to effectively communicate at all levels internally as well as externally.
• Self-starter and strategic thinker with demonstrated ability to work independently and a willingness to take ownership, accepting responsibility for actions and decisions.
• Acute problem-solving aptitude balancing the needs of the company objectives while empathizing with the customer and their situation.
• Strong attention to detail and excellent execution capabilities for completing tasks within SLA. Innate ability to manage multiple priorities, an instinctive eye for attention to detail, and a passion for delivering quality results in a timely fashion.
• Excellent oral and written English communication skills are required. Other languages are a plus.
• High School Diploma.  Associate degree or Bachelor’s degree preferred.