Customer Service Specialist

Customer Service Specialist, Austria

With a unique heritage in dermatology and decades of cutting-edge innovation, Galderma is the leading provider in the dermatology category and present in about 90 countries. We offer an innovative, science-based portfolio of premium flagship brands and services that covers the entire field of the rapidly growing dermatology market, through aesthetic injections, dermocosmetic skincare, and therapeutic dermatology. Since our founding in 1981, we have dedicated our attention and passion to the largest organ of the human body - the skin - and meet individual consumer and patient needs with superior results in collaboration with healthcare professionals. Because we understand that the skin we live in shapes our lives, we drive dermatology for every skin story.

We are looking for people who focus on results, embrace learning, and bring positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. Our goal is to empower every employee and foster their personal growth while ensuring that business requirements are met now and in the future. In our company, we live diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we give our teams active reasons to believe in our bold goal of becoming the leading company in dermatology worldwide. With us, you have the ultimate opportunity to gain new and challenging work experiences and make an unprecedented direct impact.

Job Description

The Customer Service Specialist for Austria plays a pivotal role in orchestrating seamless customer interactions and operational efficiency across the Austrian market with a focus on managing customer inquiries (inbound & outbound), order management (OM), invoiced to cash (I2C) processes, and 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. While having a hands-on responsibility for providing the best customer service, you would also be responsible for overseeing the work of the rest of the Alpine Customer Service region and serve as a stand in for a team's manager in case of their absence.

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 the language of our customers.
• 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 when required.
• 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 premium customer experience.
• 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 English and German as a must.
• 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.

The minimum base salary for this role is 42,400 EUR per annum including the 14th salary. Depending on the skills and qualifications, we are ready to potentially offer a higher one.