Customer Care/Account Analyst

at  Establishment Labs

ABOUT US:

Establishment Labs is changing the medical device, breast health, aesthetics and reconstruction industry by designing, developing, and manufacturing an innovative portfolio of advanced medical aesthetic device technologies and wellness solutions. It is currently the world’s fastest-growing women’s health company.
Our Femtech solutions are proudly produced at two MDSAP-certified, carbon neutral, LEED Gold certified, state-of-the-art manufacturing facilities in Costa Rica and are approved for sale in more than 85 countries.
Since 2018 the company trades on the NASDAQ stock exchange under the ticker symbol ESTA and has a market cap of around $1.8 billion.
This is an exciting opportunity to join an innovative international company in hyper-growth as we launch a significant revolution to transform the women´s aesthetics industry.

- PLEASE SUBMIT YOUR RESUME IN ENGLISH -

Important Note: This job description includes the necessary aspects required to evaluate this job position. It should not be used as a comprehensive list of all responsibilities, skills or functions.
At Establishment Labs we’re committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.

ABOUT THE ROLE:

To provide exceptional customer service based on the company’s mission and vision, quality policy and product knowledge to ensure the highest level of satisfaction, including processing orders accurately and timely, replenishing stock based on incoming orders, monitoring inventory, complaint resolution and coordinating and verifying shipping of packages and the return of units in line with the Terms and Conditions. Also ensuring that records of transactions in inventory and in orders are kept.

RESPONSIBILITIES INCLUDE THE FOLLOWING:

• Process sales orders; track orders and investigate issues.
• Process and report invoices for payment and credit notes for returns.
• Respond to inquiries from customers regarding status of sales orders.
• Follow up backorders and offer replacements to customers.
• Coordinate pick-ups with customers and logistics providers.
• Process and edit orders received from customers and resolve any discrepancies.
• Support sales reps & Commercial Department in customer setup, keep customer requirements up-to-date, account maintenance offering commercial materials and strengthening the business relationship.
• Enter, process, and verify orders in a timely manner.
• Collaborate with Supply Chain and freight forwarders to ensure orders ship timely and appropriately to customers.
• Partner with Commercial Department and other Customer Care members to meet and exceed customer and internal expectations by listening to their needs, communicating regularly with each stakeholder, and identifying areas of improvement.
• Support customers with questions concerning their contract (such as prices, clauses, etc.), organization of events, product concerns and benefits, among others.
• Assess multiple tasks, and develop plans to complete them in a logical and efficient manner