Customer Service Assistant in Bad Homburg vor der Höhe bei NIOX

About NIOX

NIOX is a medical device company focused on point of care asthma diagnosis and management. Our market-leading NIOX® products are used in clinical settings by physicians around the world to improve asthma diagnosis and management and by leading research organisations conducting clinical studies on behalf of pharmaceutical companies. At present, NIOX provides products and services in around 50 countries. For more information please visit www.NIOX.com.

In order to support these activities we are currently seeking a Customer Service Assistant.

Key Responsibilities of Role:

The Customer Service Assistant is responsible for operating the back office and office-based sales and administration activities in a professional and ethical manner.

He/she will support colleagues and customers in order processing, supportive sales activities and customer service while/by building strong and integrity-based business relationships with clinicians, nursing staff, healthcare professionals in general, company colleagues and suppliers.

Customer service:

• Order Processing incl. quotations, sales orders and invoicing
• Customer Support incl. handling of complaints
• Sales Support incl. customer account administration
• Organisation of Back Office and general administration duties as directed by the Customer Services Team Leader

Specific / Other responsibilities will include:

Order Processing:

• Create and send quotations requested from prospects and existing customers
• Coordinate with NIOX colleagues to accomplish the work required to realise a sales order
• Process orders in collaboration with Distribution & Logistics
• Write and document quotes, orders, invoices in according ERP, CRM, Spreadsheet systems
• Write invoices (and track timely payment of services)

Support & Service:

• Complaint and Reclamation Management in collaboration with Service Department, follow up activities and result in case of replacement, document complying with company policies
• Support customers in product and FeNO-methodology related questions
• Provide customers with supporting material (accessories, IgeL documentation material, interpretation guide etc.)

Sales Support:

• Administrate and manage customer- and sales (device and TK used / expirations) data in all appropriate systems
• Identify sales prospects and convert them into customers
• Contact current customers as required (by means of Tele Sales activity)
• Follow-up leads and open quotes
• Acquiring new customers by telephone
• Provide colleagues with information about customers

Administration:

• Document and Manage demo/sample material, discounting and special conditions both on paper and in CRM system
• Manage and document demo activities
• Administration of back office
• Communicate new product and service opportunities, special developments, information, or feedback gathered through customer contact to appropriate company staff
• Support and mentor new staff as required

Other activities:

• Other activities as directed by the Customer Services Team Leader or Financial Controller

Qualifications and/or experience required to perform the role:

• A motivated and responsible individual who keeps the overview, has a methodical and organised approach to work, and can move between different tasks efficiently
• A good listener to colleagues with the ability to understand their needs
• A customer-oriented team player concerned with helping people (internally and externally)
• Has completed relevant commercial and/or finance education and has gained first-hand professional experience in comparable position(s), preferably in healthcare environment
• Knowledge or interest in medical technology and healthcare
• Excellent German language skills, both written and verbal, as well as a good level of English language skills, both written and verbal
• Good PC skills and experienced in Microsoft Office (365). Experience with SAP B1 and Salesforce desirable but not mandatory.
• Must have EU working permit without restrictions

Office Location

This position is based in our NIOX GmbH Office, situated in Bad Homburg and is easily accessible via all modes of transport. The office location is very well connected to both public transportation and the highway network. The main train station can be reached within less than 10 minutes walking distance.

Bad Homburg's pedestrian zone with many shops, restaurants and cafés offers a relaxed and pl