Sr. Customer Success Associate Bilingual - English/French

In this role you will provide professional, day-to-day support for our field sales representatives and clinical research specialists, as well as customers across the globe, by utilizing a broad knowledge of products, services, and policies. Responsible for processing trunk stock, consignment, and direct orders, maintaining customer data, auditing inventory, pricing accuracy, and post-order activities such as returns, credits, and invoicing.

Job Description:

• Communicate with customers and sales/clinical representatives over phone and email
• Work with the operations team to get products to customers
• Process sales orders and work with customers in the event of issues or discrepancies
• Actively manage Customer Service cases in Salesforce to ensure response times to customers meets and/or exceeds service level agreement levels
• Manage and audit inventory deployed to the field in trunk stock and on customers’ shelves
• Maintain complete and accurate customer data across systems (Salesforce, ERP system)
• Work cross-functionally with the finance, sales, marketing, and operations teams as needed on projects relevant to co. success

Qualifications:

• Bachelor’s degree preferred or equivalent experience
• 2+ years of customer success experience, healthcare/biotechnology/medical device preferred
• Experience using Salesforce and ERP system such as SAP or Oracle
• Exceptional oral and written communication skills

• Ability to work in a fast-paced environment while managing multiple priorities
• Operate as a team and/or independently while demonstrating flexibility to changing requirements
• Fluent English and French

*Remote opportunity.  Will need to provide your own  internet connection and workspace.