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Customer Service Representatives (Fluent in Italian)

Employer
Integra LifeSciences
Location
Dublin, Leinster (IE)
Salary
Competitive
Closing date
26 Mar 2018

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Job Details

Overview

Integra LifeSciences, a world leader in medical technology, is dedicated to limiting uncertainty for surgeons, so they can concentrate on providing the best patient care. Integra offers innovative solutions in orthopedic extremity surgery, neurosurgery, spine surgery, and reconstructive and general surgery.

Integra's orthopedic products include devices and implants for spine, foot and ankle, hand and wrist, shoulder and elbow, tendon and peripheral nerve protection and repair, tissue reconstruction and wound repair. Integra is a leader in neurosurgery, offering a broad portfolio of implants, devices, instruments and systems used in neurosurgery, neuromonitoring, neurotrauma, and related critical care. In the United States, Integra is a leading provider of surgical instruments to hospitals, surgery centers and alternate care sites, including physician and dental offices.

Founded in 1989 Integra is headquartered in Plainsboro, New Jersey and has over 3,500 employees worldwide. Integra's common stock is listed on The NASDAQ Stock Market under the symbol "IART."

 

THE ROLE

This position provides customer service to our customers in Europe, Middle East and Africa, specifically Italy.  The successful candidate will be able to accept ownership for effectively processing orders and responding to customer inquiries and complaints in a timely manner and delivering a world-class customer experience. 

THE ROLE

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

  • Responsible for ensuring all orders received by phone, fax, email or other sources are processed and acknowledged accurately and promptly upon receipt.
  • Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, product information, pricing and invoices are resolved satisfactorily; Provide accurate, valid and complete information using the appropriate methods/tools; Track and manage the interactions with the customers from every channel.
  • Identify customer’s needs and provide basic to moderately complex support; Identify and solve problems using available resources.  Maintain a current knowledge of products offered in catalog to support providing basic product information.
  • Handle customer complaints; Complete the required documentation within the time limit and submit to the relevant organization; Arrange the product returns and raise credit notes, where required.
  • Ensure order processing holds are addressed in a timely manner.
  • Proactively communicate product availability to customer; Manage backorders, where required, informing the customers of availability dates.
  • Create and distribute daily sales invoices.
  • Process requests for catalogs, price sheets, and copies of invoices.
  • Retrieve voice messages each morning and process accordingly.
  • Handle product evaluation and travel set requests.
  • Provide support to the sales team: pricing, quotes, service contract offers, product samples, customer call, customer account creation.
  • Liaise with other departments to resolve customer inquiries.
  • Ensure daily, weekly and monthly reporting is carried out as per business requirements.
  • Provide feedback on a daily basis to the team leader / supervisor.
  • Actively engage in projects to improve service levels.
  • Perform other related duties as assigned by management.
  • Will be required to work during Irish public and bank holidays, subject to local law

 

THE RIGHT FIT

  • A minimum of one to three years related experience and/or training in Customer Service. 
  • Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred 
  • Ability to speak, read and write in  Italian and fluent in English
  • Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
  • Passion for customers and delivering a world-class service experience
  • Demonstrated critical thinking, problem solving and analytical skills
  • Sense of urgency and proven ability to work under pressure
  • Attention to detail and strong organizational skills
  • Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
  • Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable

Company

The Strength of Our 25 Year Heritage and Our Vision for Our Future
Founded in 1989, Integra has evolved into a leading global medical technology company with more than 3,000 dedicated employees who deliver innovative medical technology solutions. We aspire to be a multi-billion dollar medical technology company whose products impacts millions of patients' lives.

Our People Make a Difference
We hire great people and aim to be a magnet for the best talent in our industry. We are committed to making Integra a great place to work, to learn and to grow your career.

Our Products Make a Difference
We are proud of our 25 year heritage as a leader in regenerative medicine. Today, our scientific innovation and diverse product portfolio continue to help patients and surgeons around the world.

Our Culture Makes a Difference
We have an entrepreneurial, small company feel, yet deliver big company results. Your ideas - big and small - are welcome here. We embrace change and reward our people who are committed to making Integra a stronger company.

Our Values Make a Difference
We believe how we do things is as important as what we do. Our Values guide how we work and how we act towards our customers, patients and each other every day. We value Our People, Integrity, Excellence, Embracing Change, Decisiveness and Teamwork.

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