Jetzt als Customer Account Manager bei Exact Sciences in Trier durchstarten

Position Overview

The Customer Account Manager will report directly to the German Customer Service Manager whilst working closely with Sales and other Commercial personnel to support sales objectives through strategic and tactical activities, actively engaging with current customers, and provide the highest level of customer service to ensure long-term relationships and retention.

The Customer Account Manager will oversee all operational and administrative processes associated with the Customer Service department. This role will assist in the development and implementation of a world class Customer Experience model that is ahead of the curve to anticipate changes in customer needs, prepared to expand quickly and efficiently, and considered the best in the industry.

The Customer Account Manager should be prepared to handle multiple tasks, to answer to a variety of queries that will come from a diverse Customer base that may include health care professionals, cancer patients and their family members, media representatives, insurance company claims managers, internal sales representatives, and others.

The place of work is Trier Customer Service Office, Germany.

Essential Duties

include but are not limited to the following:

• Inspire and drive customer success culture across the commercial organization.
• Identify and execute effective solutions to address all client’s critical business issues.
• Advocate customer needs through cross-functional internal partnerships with commercial, services, operations, and logistics.

• Provide inside sales support to German assigned territory field sales staff: Regional Oncogenomic Liaisons (ROLs), Sales Manager & Country Manager.

• Define and track account KPIs to measure effectiveness of the account; be responsible for preparing and communicating executive summary of progress and achievements within accounts to commercial team.
• Partner with the Customer Service team to develop efficiency and process improvements to enhance the customer experience.
• Handle and resolve escalated complex customer requests or complaints, as appropriate.

• Answer in-coming calls to the Customer service hotline during business hours and reply to phone messages left overnight when the phones are not staffed. Document all calls according to Customer Service Policy and Procedures.

• Oversee order fulfilment for all orders originating in EMEA, including assistance with the retrieval of specimens from submitting hospital and collaborating with field sales to ensure the ordering experience of the customer is seamless, timely and effective.

• Represent Customer Service in inter-departmental meetings, conference calls, and presentations as it relates to International.

• Triage inquiries to the appropriate person, office or department accordingly, while supporting a seamless experience for the customer.

• Ability to handle multiple projects at the same time but remain organized, strong sense of urgency for schedules.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Regular and reliable attendance.
• Ability to travel 20% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s degree in business administration, Science, or related field as outlined in the essential duties; or High School Degree/General Education Degree and 4 years of relevant experience in Customer Service or relevant experience as outlined in the essential duties in lieu of Bachelor’s degree.
• 4+ years of experience in customer service.
• Demonstrated ability of good judgement in method selection and techniques to obtain solutions.
• Strong understanding of customer service, billing, insurance, and/or data entry.
• Advanced proficiency in customer service systems.
• Fluency in English and German required. Any additional European language is a plus.
• Proficiency in Microsoft Office, to include Word, Excel, PowerPoint, Outlook, SharePoint.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• A high level of empathy, enthusiasm, and self-confidence.
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
• An excellent team player - highly effective in working with others but also capable of working independently as necessary.