Customer Service Representative

Our client is a pioneer in the development and commercialization of Intravascular 

Lithotripsy (IVL) to treat complex calcified cardiovascular disease. It aims to establish a 

new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its 

differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified 

plaque.

In this role you will provide professional support for our field sales representatives and clinical specialists through our European distribution center, as well as customers across the globe, by utilizing a broad knowledge of Shockwave Medical products, services, and policies. As needed, the ideal candidate will provide Customer Services support within international markets including Europe, Middle East, and Asia. You will be working hand-in-hand with the Customer Service International Team members to provide a positive experience for Shockwave Medical customers and the Shockwave Medical sales teams.



High Level Responsibilities

• Assist Customers with any request

• Review, process and confirm orders

• Coordinate shipping requirements with Logistics partners

• Provide customers with specific documentation where required

• Follow up with customers and/or sales teams in the event of issues

• Monitor deliveries and follow up with logistics partner on issues

• Monitor Consignment stock accounts and handle discrepancies investigations and resolutions

• Follow up with customers on pending POs

• Receipt orders and create invoices on EDI platforms

• Monitor invoice requirements and issues resolution

• Fulfill applicable approval process for invoice corrections

• Support finance with credit collection, invoice disputes and communication to customers

• Report customer feedback and complaints to appropriate departments

• Support product returns to manufacturing site and coordinate product replacement

• Coordinate Demo material shipments

• Maintain Customer Database up to date

• Back up International Customer Service Colleagues (might imply working on a bank day)

• Work closely with US counterpart, finance, sales, marketing, quality, regulatory and operations teams as needed

• Support any project or task required by the line manager

• Ensure general administrative duties are met

 

Requirements

• Bachelors degree or equivalent

• 3+ years experience in the Customer Services or Sales support equivalent functions

• ????Speaks/writes/reads English fluently and speaks/writes/reads 2 of the following languages (C1 level required):  French, German, Italian, Portuguese.

• Proficient use of Microsoft Word, Excel, Outlook

• Knowledge of ORACLE is a plus

• Knowledge of Sales Force is a plus

• People Orientated: Strong verbal and written communication skills with a high concern for relationships, to support  customer service providers, customers and sales/clinical representatives

• Integrity: places high value on being consistently honest, trustworthy, and ethical

• Flexible: adjusts quickly and easily to new situations, process changes, variety of tasks

• Service Orientated: strong desire to meet external and internal customer needs and be helpful towards them

• Organized: ability to set priorities and finish the tasks within timeline