Customer Account Manager III(m/w/x)

Requirements

• Ability to travel 40% of time
• Bachelor’s degree, Associate degree with 2 years experience, or GED with 4 years experience
• Sound judgment in selecting effective solutions
• Comprehensive customer service and billing expertise
• Fluency in German and English
• Proficiency in Microsoft Office Suite
• Ability to perform essential job duties
• High empathy, enthusiasm, and self-confidence
• Maturity and initiative in query handling
• Excellent teamwork and independent working skills
• Multi-tasking with accuracy and detail orientation
• Tenacity and resilience in overcoming obstacles
• Conflict resolution skills
• Willingness to adhere to strict procedures
• Superior interpersonal, organizational, and communication skills
• Professional telephone manner
• Experience with Standard Operating Procedures (SOPs)
• Ease of working with internal groups
• Superb follow-through and relationship management
• Current authorization to work in country
• Bachelor’s Degree in Business or Science
• Fluency in another European language
• Clinical, medical, or scientific background
• Customer service experience in healthcare (preferred)
• Salesforce.com experience

Tasks

• Report to the German Customer Service Manager
• Collaborate with sales and commercial personnel
• Support sales objectives through strategic activities
• Engage with customers to ensure retention
• Oversee operational and administrative service processes
• Develop a world-class customer experience model
• Address queries from diverse customer groups
• Liaise with international sales and marketing
• Provide logistics and personalized customer service
• Drive customer success culture across the organization
• Execute solutions for critical business issues
• Advocate for customer needs through internal partnerships
• Provide inside sales support to field staff
• Define and track account performance metrics
• Prepare executive summaries of account progress
• Improve customer service efficiency and processes
• Resolve escalated and complex customer complaints
• Manage the customer service hotline and documentation
• Oversee order fulfillment and specimen retrieval
• Represent customer service in inter-departmental meetings
• Triage inquiries to ensure a seamless experience
• Manage multiple projects with a sense of urgency
• Comply with quality management system policies

Work Experience

Education

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Tools & Technologies