What are the responsibilities and job description for the Customer Experience & Operations Specialist position at Fagron?
About The Job
The Customer Experience & Operations Specialist plays a critical role in supporting the organization by working directly with customers and sales to ensure the accuracy, timeliness, and completeness of orders. This position is responsible for promptly addressing and resolving any customer concerns in a professional and efficient manner.
Role Responsibilities
Profile/Experiences
We offer a dynamic environment where talent and ambition can develop to its fullest. We have an open and informal organization culture, where individuals need to have strong motivation and ability to work independently. Fagron is a widely expanding, international, professional, and ambitious pharmaceutical company with multiple growth opportunities. Job opportunity includes competitive salary, comprehensive benefits, performance package, and ability to be part of an international leader in an expanding industry.
The Customer Experience & Operations Specialist plays a critical role in supporting the organization by working directly with customers and sales to ensure the accuracy, timeliness, and completeness of orders. This position is responsible for promptly addressing and resolving any customer concerns in a professional and efficient manner.
Role Responsibilities
- Accurately and promptly process orders received via phone, email, and web shop. Respond to customer and sales inquiries in a timely, professional, and courteous manner, ensuring clear and honest communication.
- Initiate outbound calls to customers and prospective clients, following up on order details and addressing business needs related to our products.
- Complete thorough and accurate customer intake documentation for complaints, ensuring efficient follow-up on non-medication-related concerns until resolved.
- Medication-related issues must be escalated in accordance with Standard Operating Procedures (SOP).
- Process returns and issue credit memos as required, ensuring adherence to company policies.
- Identify and escalate errors or discrepancies for appropriate resolution in a timely manner.
- Provide sales support as requested, including sending invoice copies, responding to documentation requests, and distributing marketing information.
- Cultivate and maintain strong relationships with the sales team and customers to ensure the effective management of customer accounts.
- Perform other duties as assigned to support the department's operational needs.
Profile/Experiences
- High school diploma or equivalent.
- Exceptional attention to detail, as our products are utilized in medical settings where accuracy is critical.
- Strong written and verbal communication skills, with the ability to engage professionally and courteously with internal and external stakeholders.
- Ability to maintain composure and professionalism under pressure and in challenging situations.
- Proven track record of reliability, with a strong work ethic and exemplary attendance history.
- A minimum of two years of experience in customer service, sales support, or operations roles is preferred.
- Ability to convey difficult or unpleasant information in a clear, professional, and empathetic manner, when necessary.
- Demonstrated proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word.
- Experience with AX or other ERP systems is strongly preferred.
We offer a dynamic environment where talent and ambition can develop to its fullest. We have an open and informal organization culture, where individuals need to have strong motivation and ability to work independently. Fagron is a widely expanding, international, professional, and ambitious pharmaceutical company with multiple growth opportunities. Job opportunity includes competitive salary, comprehensive benefits, performance package, and ability to be part of an international leader in an expanding industry.
