Customer Success Analyst

About Us:

Establishment Labs is changing the medical device, breast health, aesthetics and reconstruction industry by designing, developing, and manufacturing an innovative portfolio of advanced medical aesthetic device technologies and wellness solutions. It is currently the world’s fastest-growing women’s health company.

Our Femtech solutions are proudly produced at two MDSAP-certified, carbon neutral, LEED Gold certified, state-of-the-art manufacturing facilities in Costa Rica and are approved for sale in more than 85 countries.

Since 2018 the company trades on the NASDAQ stock exchange under the ticker symbol ESTA and has a market cap of around $1.8 billion.

This is an exciting opportunity to join an innovative international company in hyper-growth as we launch a significant revolution to transform the women´s aesthetics industry. 

About the Role:

To provide exceptional customer service based on the company’s mission and vision, quality policy and product knowledge to ensure the highest level of satisfaction, including processing orders accurately and timely, replenishing stock based on incoming orders, complaint resolution and coordinating and verifying shipping of packages and the return of units in line with the Terms and Conditions.

Disposition: River Gardens Feltham (Hybrid role 3x2)

Responsibilities include the following:

• Process sales orders; track orders and investigate issues.
• Process and report invoices for payment and credit notes for returns.
• Respond to inquiries from customers regarding status of sales orders.
• Follow up backorders and offer replacements to customers.
• Coordinate pick-ups with customers and logistics providers.
• Process and edit orders received from customers and resolve any discrepancies.
• Collaborate with Supply Chain and freight forwarders to ensure orders ship timely and appropriately to customers.
• Partner with Commercial Department and other Customer Success members to meet and exceed customer and internal expectations by listening to their needs, communicating regularly with each stakeholder, and identifying areas of improvement.
• Assess multiple tasks, and develop plans to complete them in a logical and efficient manner

Job Specifications:

• Knowledge of supplies, equipment, and/or services ordering and inventory control
• Exceptional attention to detail
• Database management skills
• Ability to prepare routine administrative paperwork
• Ability to maintain a consistent high level of attention to detail
• Minimum of 2-years of Customer Success experience
• Proficiency in MS Office tools (Outlook, Excel, Word). Knowledge of SAP is a plus.
• Ability to develop, strengthen, and maintain partnerships with others inside or outside the organization who can provide information, assistance, and support

• Excellent oral and written English communication skills are required. Other languages are a plus.

Our Benefits:

• Interesting & competitive compensation plan
• Hybrid work
• Pension scheme
• Health insurance and Life insurance
  
• Competitive vacation and time off / flexibility policies
• Birthday day off
• Health & Wellbeing; reimbursement of up to 400 EUR per year for health & wellbeing activities
• A lot of autonomy & freedom
• Employee assistance program (EAP) this service offers you and your family support with any work or personal issue, including short-term professional counselling and connecting you to local resources to help you manage emotional, practical or physical needs.
• Working for a thriving multinational that is financially very healthy & growing fast
• Working in an international environment with different cultures
  
  

Important Note: This job description includes the necessary aspects required to evaluate this job position. It should not be used as a comprehensive list of all responsibilities, skills or functions.

At Establishment Labs we’re committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.

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