Customer Service Representative

About us

At Distalmotion, we aim to deliver the benefits of robotic surgery to more surgeons, more hospitals, and more patients globally. Our vision is to establish a new standard of care, removing traditional barriers and complexities of robotics to ensure greater access to best-in-class minimally invasive surgery.

We are a diverse, international team, headquartered in Lausanne, Switzerland, with a growing presence and footprint globally. With over 150 members, more than 25 nationalities, speaking over 15 languages, we are all united by the same goal — bringing patients the best in minimally invasive surgical care.

Are you looking for a new fulfilling challenge in a fast-growing medical device company? Join a team engaged in empowering robotic surgery, the new medical revolution.

About Customer Service Representative:

Customer Service Representative is responsible for execution of customer order-to-cash activities, providing logistics support to internal & external customers. The job requires communicating with customers, logistics partners and suppliers, as well as representatives in other departments of the company.

Duties and Responsibilities:

• Provide a white gloves customer service to our internal and external customers by understanding and anticipating their needs. Seeks ways to increase customer satisfaction and regularly solicits feedback from them to ensure current and future needs are met.
• Coordinate and manage all activities during the customer order fulfillment, such as creating customer orders, oversee product availability to ensure on-time delivery, invoicing and cash collection.
• Coordinate logistics order preparation & monitor transportation to customers through logistics partner.
• Coordinate with internal commercial, service and training teams, and liaise with the customers to ensure successful completion of new systems delivery and excellent customer.
• Manages ERP Customer Service module accuracy (Customer data management, sales order, invoicing) ensuring full traceability of customer contacts, agreements, pricelists, sales transactions and invoices.
• Interface with customers and commercial team to handle post-sales service activities.
• Ensure appropriate communication is shared between Customer Service and other counterpart departments.
• Organize RMA return shipments from customer’s locations to HQ for investigation purposes.
• Handle and follow-up on all customer complaints/enquiries through to completion in a timely and accurate manner.
• Manages relationship with local 3PL. Maintain accurate inventory alignment between 3PL WMS and internal ERP data, leading investigations with 3PL warehouse teams and service engineers to identify, resolve and prevent inventory discrepancies. Initiate improvement actions with 3PL and internal teams on inbound, outbound and storage processes to improve inventory control.
• Provides logistics support to organization’s internal teams.
• Take initiatives to improve Customer Service activities, documenting new processes or updating existing work instructions.
• Maintains KPIs regarding Customer Service and Logistic performance.

Work Experience and Education requirements:

• At least 3 years of working experience within a Customer Service Department / Order Management / Logistic Department.
• Experience in Medical Device, international environment is an asset.
• Mastery in import & export, and international trade compliance, 3PL management, inventory control and Shipping Process.

Knowledge, Skills & Abilities required:

• Can do attitude, Customer Service oriented person, can work under pressure and in stressful situations.
• Strong communication skills, both verbal and written.
• Time management abilities.
• Ability to build and maintain relationships with colleagues, customers and suppliers.
• Display a willingness to do whatever it takes to “get it done” and holds self-accountable for assigned work.

Benefits:

• Opportunity to work in a fast-growing company active in one of the most promising fields of medicine.
• A dynamic atmosphere in an internationally minded environment.
• Competitive medical, dental and vision coverage for the employee and his family.
• Participation in a 401(k) plan.
• An attractive talent development programs and initiatives empowering employees to enhance their skills and fostering professional development growth.

Distalmotion is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment op