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- Cytori Therapeutics
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- Full time
Cytori Therapeutics is opening a small medical device manufacturing facility in Deeside.
We are seeking a Customer Service Representative
Department: Marketing and Sales
Reports To: EMEA Regional Sales Director - UK
Location: Deeside, UK
Cytori Therapeutics, Inc. is dedicated to developing and delivering innovative cell-based therapies to improve the quality and length of life. We are a global, public company engaged in the development and commercialization of stem and regenerative cell therapies for the treatment of cardiovascular disease, reconstructive surgery and many other serious, chronic, and life threatening conditions.
The Customer Service Associate will be responsible for the delivery of pre and post-sales support to Cytori’s customers in the EMEA region. He/she will work with a team of global Customer Service Associate(s) in the implementation of initiatives to increase customer satisfaction while also keeping oversight on key sales metrics to help drive revenue growth. The Customer Service Associate will also be responsible for implementing improved processes to streamline global order processing and will work with the Marketing and Sales team to assist with email campaigns, and various other sales support efforts.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Responsible for responding to calls and email inquiries directed to Customer Service in a timely manner
Understands the key benefits and features of Cytori products and is able to articulate product descriptions to customers
Coordinates/fulfills Customer Service/Marketing requests made by distributors or customers
Manages the processing of purchase orders, returns and exchanges, credit memos/debit memos, and customer account applications
Process customer invoices and assist in quarterly Accounts Receivables collections effort
Acts as liaison between customers, Sales/Marketing, Accounting, Shipping/Receiving, Medical Affairs, and Quality to resolve order status, delivery, warranty and billing inquiries
Communicates with management and executive management to report weekly sales metrics, customer feedback and complains, product delivery issues, product shipment and return trends
Works closely with CRM tool to maintain integrity of sales database
Analyzes operational processes, escalation procedures and identifies opportunities for process improvements and value-add to our customers, sales team members, and internal departments
Coordinates with manufacturing to manage production timelines and shipment schedules
Organizes e-mail campaigns to sales force, direct customers and distributors regarding product updates, program implementations, and other correspondence as needed
Serves as liaison between Accounting Department and Customers regarding outstanding account balances, invoice inquiries, and billing discrepancies
Provide administrative assistance (i.e. expense reports, wire transfers, etc.) as needed.
Manages or assists in the management and delivery of EMEA events.
Perform administrative duties, including ordering supplies and office inventory control.
Other duties may be assigned.
Skills, Knowledge & Abilities
Excellent customer support skills required. Ability to speak effectively over the telephone and in person with customers and employees at all levels of the organization. Demonstrated success with various customer service questions, complaints and problems
Ability to calculate figures and amounts such as discount, interest, commissions, proportions, percentages
Ability to work across geographies and understand the diverse needs of a global customer base
Excellent interpersonal skills
Ability to deal effectively with change
Strong organizational skills. Must be able to handle multiple tasks
Displays positive work ethic to help maintain/promote positive team morale
Must be able to analyze and resolve non-routine product issues using independent judgment
Team player – works to ensure team goals are met or exceeded
EDUCATION and/or EXPERIENCE
1-3 years experience providing customer support in the medical device or biotechnology industry preferred
Systems Technology Skills
Must possess knowledge in utilization of Microsoft Office
Experience with Salesforce or other CRM strongly preferred
Experience with MAS 200 or other ERP system is preferred
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, bend, and sit. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. The employee must have the manual dexterity and manual ability to effectively use computer terminals.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
For more information and to apply please visit our website
- Cytori Therapeutics
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