Customer Service Specialist / Specjalista ds. Obsługi Klienta

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. 

Position Summary:

This role will be based in our office in Warsaw

Acts as a focal point for communication between the customers, sales representatives, distribution team and the carriers to handle a variety of pre-sales or post-sales service functions.

Receives and processes orders, customer queries, returns, service requests and in-field transfers. Updates relevant ordering tool and databases with the status of the orders and queries. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements and product pricing

Essential Functions:

• Ensures all sales orders are processed accurately and in a timely manner

• Liaises with sales teams and updates customers on the status of their order within expected SLA timelines

• Liases with the carriers, performs collection and delivery bookings

• Provides support on product availability and other stakeholder needs

• Resolves routine customer complaints around product delivery and shipping problems

• Helps to provide solutions where there is a shortage or material constraint

• Ensures all customer contact is handled in a timely, professional and satisfactory manner

• Reviews product orders and determines appropriate shipping methods that align with company guidelines

• Performs other duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications:

• Excellent analytical and problem-solving skills

• Able to multitask and work effectively under pressure

• Solid computer skills with intermediate proficiency in Excel and other MS Office applications

• Excellent communication and active listening skills, both written and verbal

• Language requirement: Good in English and Fluent Polish

• Ability to lift up to 20 kg

Education and Experience

• Typically requires a minimum of 1 - 2 years of customer service, planning or sales experience in Healthcare (Medical Devices experience desirable)

• High school diploma or equivalent

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.

• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.

• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.

• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.