Senior Customer Services Specialist

• Eysins, Switzerland


• Full-time

Company Description

Quotient is a commercial-stage diagnostics company committed to increasing efficiencies and improving patient care through the provision of innovative tests within established markets. With an initial focus on blood grouping and donor disease screening (transfusion diagnostics), Quotient is developing MosaiQ™, its next generation automation platform to address the comprehensive needs of the global transfusion diagnostics market. Once approved for sale, MosaiQ™ will be the first fully automated solution for blood grouping, quickly and comprehensively characterizing both donor and patient blood, improving patient outcomes and eliminating the need for expensive and time-consuming manual testing. MosaiQ™ will also undertake all mandated serological disease screening tests required for donor blood. Quotient has over 30 years of experience developing, manufacturing and commercializing transfusion diagnostic products. The company’s operations are based in Switzerland, Scotland and the US.

Job Description

Quotient is recruiting for a Senior Customer Services Specialist to join the Commercial team based in Eysins. This role entails:

• Design, implement and execute customer service processes and order to cash processes. Document them as Standard Operating Procedure (SOP) and Work Instructions (WI). Ensure periodic revision of those


• Create and document Use cases (requirement), collaborate with IT for their implementation in our enterprise systems (ERP-CRM-Portal). Execute them as part of acceptance testing


• Manage Critical Customer Master data in CRM and ERP


• Answer calls in a timely manner and redirect through call center system as appropriate.


• Build sustainable relationships and trust with customer through open and interactive communication


• Handle Customer Inquiries, Complaints as per defined procedure and timelines while providing an outstanding customer experience. Coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner


• Manage the Order to Cash cycle ensuring adequate invoicing and cash collection practices are used


• Detect unmet customers’ needs and propose improvement/change in our overall value proposition


• Train new employees on active SOP and WI

Qualifications

• Minimum of 3 to 5 years of experience in a similar role in a GxP environment


• Proficiency in CRM and ERP. Knowledge of Sales Force and Oracle systems is an asset


• Practical knowledge of MS Office and proficiency in Excel & Visio


• Be pro-active and team oriented


• Be able to effectively manage multiple priorities and adapt to change within a fast-paced working environment


• Strong customer focus and communication skills


• Fluent in English plus Spanish or German and any other European language (i.e. French, Nordic language) is a plus


• Ability to travel up to 20%

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