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Customer Specialist

2 months ago

Irving, United States Motiva USA, LLC - Establishment Labs Full time

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:

The Customer Master Specialist is responsible for onboarding new customers, maintaining existing customer accounts, and verifying HCP licenses. The Customer Master Specialist will process customer requests in a timely, accurate, and professional manner. Utilizing various systems, including SalesForce and SAP, work collaboratively across many business functions and be an integral team member as it relates to Customer Master Data analytics, reporting and process improvements. The Customer Master Specialist will conduct work activities in compliance with the company’s internal requirements and with applicable regulatory requirements.


Your Responsibilities:

• Conducts oneself in a manner which ensures compliance with all standard operating procedures, policies, and guidelines encompassed under the company policies and guidelines, also taking into account legal and regulatory requirements.

• Responsible for onboarding new customers timely with cross-functional input and communication.

• Monitors and track the onboarding process from start to finish to ensure a successful and timely completion.

• Determine necessary paperwork requirements for new customer and change requests.

• Completes follow-up informational calls, emails and/or case updates to customers and sales representatives within service level requirements.

• Responsible for updating changes to existing customer data in SAP. Identify and resolve requests, discrepancies by communicating the necessary information required to complete requests while ensuring timely completion.

• Monitor work queues, prioritize incoming authorizations, and effectively delegate tasks to ensure company standards and contract obligations are met.

• Proactively review and maintain customer licensure and acts as a “Gatekeeper” for ESTA by ensuring products are sold only to qualified licensed health care providers.

• Leverage tools and expertise to minimize duplicate account creations, identifying and consulting with others on opportunities to consolidate duplicate records.

• Monitors real-time metrics and reprioritizes duties to maintain service level.

• Participation as an active strategic partner in business decisions and project works teams, especially when master data is involved.

• Deliver reports and requested information to stakeholders including auditors.

• Contribute to the development of Customer Master policies and procedures.

• Ensuring awareness of and compliance with master data governance guidelines

• Audit customer data to ensure consistency, accuracy, and compliance.

• Proactively identifies opportunities for improvement and presents them to team leadership.

• Participation as an active strategic partner in business decisions and project works teams, especially when master data is involved.

• Perform other duties as assigned in support of departmental goals.


Requirements:

• Experience in Master Data Management preferred.

• High level of accuracy and attention to detail.

• Situational analysis and independent thinking.

• Ability to analyze complex problems and situations.

• Strong written and verbal communication and interpersonal skills needed in cross-team/user relationships.

• Flexibility to work in a team setting or independently.

• Strong ability to organize, multi-task, prioritize, and manage time effectively.

• Skill in demonstrating professional phone manner.

• Listens and gets clarification; Responds well to questions; Speaks clearly and persuasively in positive or negative situations. Writes clearly and informatively. Able to read and interpret written information.

• Ability to learn and adapt to new technologies and changing processes.

• Excellent organizational skills and ability to prioritize.

• Ability to perform accurate and complete work within deadlines and with or without direct supervision.

• Bachelor's degree strongly preferred.

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