Customer Support Representative

Customer Support Representative

Permanent

About Heraeus

Making displays foldable? Helping hearts beat with medical innovations? Or breathing new life into precious metals? As a family-owned global technology group we help our customers to always being one step ahead.

About Heraeus Medevio

Together we improve lives. At Heraeus Medevio, we bring lifesaving and life-changing medical devices to market through partnerships with medical device manufacturing companies. Backed by Heraeus Group, we are committed to the growth of our teams and organization by providing an open space for open minds.

To reach our vision of improving 100 million lives every year, we foster a culture of curiosity that thrives on challenge, continuous learning, growth, and the opportunity to try new things. With sites in the United States, European Union, and Asia, and over 2,200 employees worldwide, together, we will meet tomorrow's challenges today.

JOB PURPOSE

Ensure the teamwork internal coordination to develop long-term relationships and customer loyalty through the continuously commutation, bring solutions according to their needs in alignment whit the budget and Customer Service processes and systems.

MAJOR RESPONSIBILITIES

1. Provide prompt response to customer request and refer communication to appropriate staff, following established procedures while doing so to assure meeting the order cycle time order.
2. Manage topics related to order status, product information, account status, and product and service pricing assuring delivery on time of our products. 
3. Organize, change and set customer priorities daily according to either customer request or due to manufacturing issues.  Promoting collaboration and teamwork between planning, production area, logistic and finance to meet the forecast, budget and customer expectations. Sales and Op support, able to analyze customer forecasts analysis.
4. Evaluate quoting customer experience and internal goals aligning metrics to accomplish the agreement with the customers. Prepares quotes, as well as margin reviews.
5. Provide feedback to the organization to offer recommendations for improvement taking actions according to either customer request or process assessments.
6. Collects product and process specifications, requirements, and technical information from various areas of the organization to be align with the customer expectations and deploy the internal coordination of the resources.
7. Offer basic support related to the contracts assistance to assure adherence and interpret the agreements information to apply it when a new PO is received, topics related to pricing, Incoterms, forecast, safety stock etc.
8. Provide requested data and documentation to support information for internal and external audits.  Assures compliance to any procedural documentation.  
9. Responsible for invoicing and initial following up of any past due.

KNOWLEDGE, SKILLS AND ABILITIES

Education

Bachelor's degree (Engineering, Business administration or related)

Knowledge and skills    

• SAP/ERP knowledge, with at least 1 year of experience
• Proven skills in systems such as Microsoft office, word, excel, PowerPoint, and Outlook
• Strong problem-solving skills
• Flexible and quick prioritizing manufacturing customer requirements
• Developed knowledge of similar products and processes
• Effective communication and negotiation skills
• Focus on the customer service and results approach.
• Advanced English level

Experience        

2+ years of experience in similar positions at related industry