Customer Service Associate - 9 months contract (German speaker)

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and leading company in the field of robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. 

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.

Job Description

Primary Function of Position:

• Efficiently handle customers’ or distributors’ enquiries such as purchase orders, quotations, part requests, complaints for lost or damaged goods, product returns or exchanges.
• Professionally answer incoming calls and emails, understand the customers’ needs and their environment to improve satisfaction at sales and service support levels. 
• Accurately and timely process orders and requests in ERP and CRM databases.
• Work closely with other teams such as Sales, Finance, Logistics, Regulatory and Contracts.
• Understand processes and make recommendations to improve overall team efficiency.

Roles and Responsibilities:

• Provide high standard customer support including phone and email requests from customers and distributors. 
• Enter sales orders into SAP, verify that terms and conditions of purchase orders are processed accordingly.
• Process and track all service requests into CRM.
• Log customers’ complaints timely and accurately, report to Regulatory as appropriate.
• Effectively follow up on and resolve sales order or service request issues with appropriate level of supervision.
• Daily monitor open sales orders, RMAs, service requests and advance exchange programs.
• Ensure accuracy of customer data within SAP and CRM, ensure that contact information is kept up to date.
• Quickly become knowledgeable on policies, processes, and procedures, as well as knowledge of products and pricing models.
• Provide ad hoc reporting as needed. 
• Support punctual projects as assigned and general administrative functions according to business needs.
• Use best practices and support continuous process improvement.

Qualifications

Required Knowledge, Skills, and Experience:

• 1-2 years professional experience in similar position or minimum 2 years post graduate school degree.
• Very good oral and written communication.
• Good interpersonal skills and ability to build effective professional relationships.
• Junior profile with experience in Call Centers.
• Native German and fluent in English. French is a strong plus.
• Experience in Digital/Tech industry may be a plus.
• Detail oriented.
• Time management abilities.
• Ability to manage telephone activity in a positive and appropriate manner.
• Computer literate with MS Office product suite, ERP (SAP is a plus).

#LI-hybrid

Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.