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Komm zu Exact Sciences Corporation: Deine Karriere als Spezialist Kundenservice / Customer Service Liaison I, Germany in Trier
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Exact Sciences Corporation
Trier
Stellenausschreibung
Position Overview
The Customer Service International Liaison (CSIL) provides a vital link between Exact Sciences customers, the Exact Sciences sales force, and the internal commercial operations group and is a part of a world-leading team in personalized medicine. The CSIL is the first point of contact for external parties who communicate with Exact Sciences directly via the phone, email or other means.
The CSIL will handle multiple tasks and answer a variety of queries that will come from a diverse customer base to include health care professionals, cancer patients and their family members, internal sales representatives, and others.
The impressions we create when we interact with those people who seek us out will play a significant role in establishing favourable perceptions of the Company.
This position is located 100% onsite in Trier, Germany.
Essential Duties
include but are not limited to the following:
- Assist and inform on product clinical requirements and sample accessioning processes within scope of expertise in accordance with official standard operating procedures (SOPs).
- Address all clinical inquiries referencing the scripted responses available on our knowledge data base or according to training.
- Oversee order fulfilment for all orders originating in EMEA to include assistance with the retrieval of specimens from submitting hospital and collaborate with field sales to ensure the ordering experience of the customer is seamless, timely, and effective.
- Answer in-coming calls to the customer service phoneline during business hours; document all calls according to customer service policy and procedures.
- Triage inquiries to the appropriate person, office, or department accordingly, while supporting a seamless experience for the customer.Provide inside sales support to the field sales staff and members of the commercial teams when needed.
- Maintain a high level of account expertise and management as it pertains to our international partners and accounts.
Required Skills
include but are not limited to the following:
- Highly effective at assimilating a large body of complex scientific material and ability to handle technically complex data and to articulate technical concepts.
- High level of empathy, enthusiasm, drive 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.
- Excellent team player; highly effective in working with others but also capable of working independently, as necessary.
- Ability to multi-task and strong attention to detail. Ability to work in a fast paced, time-sensitive environment.
- Strong conflict resolution skills.
- Strong customer service orientation and willingness to prioritise needs of those seeking information.
- Superior interpersonal, organisational and communication skills.
Minimum Qualifications
- High School Diploma and 3+ years of customer service experience.
- Deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion for both our internal and external customers.
- Demonstrated ability to follow and/or develop SOPs.
- Fluent to read, write, and speak in German and communicative English.
Preferred Qualifications
- 1+ years of experience working in the Clinical/Medical or Scientific field would be advantageous.
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If you need any assistance seeking a job opportunity at Exact Sciences, or if you may require a reasonable accommodation with the application process, please email
hr@exactsciences.com
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