Customer Service Specialist

Customer Service Specialist, Alpine

The Customer Service Specialist for the Alpine region plays a pivotal role in orchestrating seamless customer interactions and operational efficiency across the Alpine countries (Switzerland and Austria) with a focus on objectives: managing customer inquiries (inbound & outbound), order management (OM), invoiced to cash (I2C) processes & customer pro-active sales support.

This role is responsible for maintaining high levels of customer satisfaction while fostering cross-functional collaboration, acting as a first line resolution.

The Customer Service/Sales Specialist is a key driver in ensuring Galderma's success to increase customer satisfaction.

Key Responsibilities:

• Manage communication channels and handle customer inquiries and complaints, including medical inquiries, vigilance reports, and product inquiries.
• Manage inbound and outbound customer sales/service in German, French, and English.
• Process and manage orders and product returns, ensuring on-time delivery and handling any irregularities in order processing.
• Maintain customer data and conduct debtor control and research.
• Handle & respond to customer complaints and issues, providing resolution or escalating the issue to the appropriate department if needed.
• Handle and allocate medical questions for cosmetics, prescription, and aesthetics products.
• Build and maintain strong relationships with customers by providing excellent customer service in terms of inbound, outbound, upselling, and cross-selling.
• Maintain accurate documentation of customer interactions and transactions.
• Stay up-to-date with product knowledge to ensure customers receive accurate and timely information.
• Collaborate with other departments to ensure customer satisfaction.
• Attend training sessions and meetings as required.
• Process orders, returns, and exchanges in accordance with company policies.
• Initiate change in processes concerning customer care with the sole purpose to improve customer satisfaction.

Skills & Qualifications:

• Professional level of education.
• Fluency in German, French, and English is a must (also Italian would be a useful addition).
• Proven experience in Customer Service Management with strong communication skills and "out of the box" thinking.
• Strong organization and time management skills.
• First-rate problem-solving ability and conflict resolution skills.
• Effective team player.
• Analytical mindset with the ability to use data to drive decision-making.
• Business acumen and good understanding of customer service management.
• Dedication to delivering exceptional customer service.

What We Offer in Return:

• You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.
• You will receive a competitive compensation package with bonus structure and extended benefit package.
• You will be able to work in a hybrid work culture.
• You will participate in feedback loops, during which a personalized career path will be established.
• You will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability.

Next Steps:

• If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
• The next step is a virtual conversation with the hiring manager.
• The final step is a panel conversation with the extended team.

Our people make a difference. At Galderma, you'll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.