Customer Service Representative (m/f/d)

NVision Imaging Technologies

NVision Imaging Technologies

Customer Service
Remote
Posted on Wednesday, July 10, 2024
Your mission

We are seeking a Customer Service Representative (m/f/d) based in Europe, preferably in Germany, to join our team. You will be pivotal in delivering exceptional customer service by promptly responding to inquiries via phone, email, and chat. Your role will involve providing technical support, coordinating order processing, maintaining CRM records and facilitating effective communication between customers and internal teams. This position combines communication and coordination within a dynamic environment.

  • Customer requests: Respond promptly and efficiently to customer requests via remote communications channels (phone, email, chat)

  • Technical Support:

    • Provide first-level technical assistance for the products. Troubleshoot issues, guide customers through the problem-solving process and escalate complex cases to the technical team
    • Build and maintain internal repositories and knowledge bases for first-level support

  • Supply Chain Coordination: Oversee and initiate order processing, delivery schedules and inventory levels to ensure timely fulfillment of customer orders. Coordinate with logistics and warehouse teams to achieve timely fulfillment.

  • Customer Relationship Management: Maintain and update customer records in the CRM system. Use CRM data to improve customer interactions and service delivery.

  • Communication: Act as a liaison between customers and internal departments. Effectively communicate with customers and second-level support teams through phone, email, and live chat.

  • Feedback and Resolution: Collect feedback from customers, analyze service issues, and help with continuous improvement initiatives.

  • Documentation: Document customer interactions, transactions, comments, and complaints accurately.

  • Compliance and Training: Stay updated on industry regulations and company policies. Participate in ongoing training to improve your product knowledge and service skills.

  • Commercial Assistance: Assist in the preparation of quotes and proposals for clients by addressing customer inquiries about pricing, contracts, and product availability.

Your profile
  • Bachelor’s degree or equivalent experience in a related field.
  • Proven customer support experience, preferably in medical device/research lab equipment.
  • Strong understanding of technical support processes and terminology.
  • Excellent communication skills, both verbal and written.
  • Outstanding interpersonal and customer communication skills, demonstrating empathy, patience, and a positive attitude
  • Proficiency in CRM software, Microsoft Office Suite or similar (Google).
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Strong problem-solving skills, attention to detail, and organizational skills.
  • Fluency in English; German proficiency and/or proficiency in other languages is a plus.
Why us?
  • Competitive compensation, based on base salary and stock options
  • Annual health budget (Allianz bKV)
  • Unique industry opportunity to perform cutting-edge research and publish high-impact publications
  • Key role in a highly advanced and fast-growing startup company
  • Ample opportunity for personal initiatives, openness to new ideas and room for considerable personal impact
  • Impactful product promoting better understanding and treatment of disease
  • International and dynamic team, from over 15 different nationalities
  • Enjoyable work atmosphere with an open-door and open communication mentality
  • Permanent employment contract, providing stability and long-term career growth opportunities
  • 30 vacation days and excellent work-life balance
contact information
Any questions? Please contact:

Sandra Schärli
Senior Talent Acquisition Manager
mail: jobs@nvision-imaging.com
About us

NVision is a quantum biotech startup based in Ulm, Germany, with Tier 1 investors from the USA and Europe. We are just leaving stealth mode, moving from local R&D to global commercialization and expansion.

We are developing a technology that will enable MRI-based imaging of real-time metabolism in the body, with tremendous potential for research and applications in oncology, cardiology, neurology and more. Our company brings together expertise in physics, chemistry, engineering and medicine, and we are collaborating with scientists and clinicians from top medical and research centers such as Memorial Sloan Kettering in New York, MD Anderson in Texas, Technical University of Munich, Cambridge University in the UK and more.

NVision is developing fast, robust and easy-to-use hyperpolarization technology for preclinical and clinical research in our Polaris product line. Those devices are placed close to an MRI scanner in a clinical environment or a research lab to produce hyperpolarized contrast agents on demand. The hyperpolarized solution is prepared in a fast, fully-automated, multi-step process including chemical reactions, polarization transfer and several purification steps. We develop our commercial products in close collaboration with a
product development partner, while the process development as well as the design of test setups and prototypes is done in-house.

We offer a dynamic international working environment, with immense room for growth, that encourages personal initiative and open communication.