Customer Service Specialist

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Job Title: Customer Service Specialist, ALPINE

Location: Zug

Job Description

The Customer Service Specialist for the ALPINE region plays a pivotal role in orchestrating seamless customer interactions and operational efficiency across the ALPINE countries (Switzerland and Austria) with a focus on objectives: managing Customer inquiries (inbound & outbound), Order management (OM), Invoiced to Cash (I2C) processes & Customer pro-active sales support.

This role is responsible for maintaining high levels of customer satisfaction while fostering cross-functional collaboration, acting as a first line resolution.

The Customer Service/Sales Specialist is a key driver in ensuring Galderma's success to increase customer satisfaction.

Key Responsibilities

• Manage communication channels and handle customer inquiries and complaints, including medical inquiries, vigilance reports, and product inquiries.
• Manage inbound and outbound customer sales/service in language of our customers German, French, English
• Process and manage orders and product returns, ensuring on-time delivery and handling any irregularities in order processing.
• Maintain customer data and conduct debtor control and research.
• Handle & respond to customer complaints and issues, providing resolution or escalating the issue to the appropriate department if needed
• Handle and allocate medical questions for cosmetics, prescription and aesthetics products
• Build and maintain strong relationships with customers by providing excellent customer service in terms of inbound, outbound, upselling and cross selling
• Maintain accurate documentation of customer interactions and transactions
• Stay up-to-date with product knowledge to ensure customers receive accurate and timely information
• Collaborate with other departments to ensure customer satisfaction
• Attend training sessions and meetings as required
• Process orders, returns, and exchanges in accordance with company policies
• Initiate change in processes concerning customer care with the sole purpose to improve customer satisfaction

Skills & Qualifications

• Professional level of education
• Fluency in German, French and English is a must (also Italian would be a useful addition)
• Proven experience in Customer Service Management with strong communication skills and “out of the box” thinking
• Strong organization and time management skills
• First-rate problem-solving ability and conflict resolution skills
• Effective Team player
• Analytical mindset with the ability to use data to drive decision-making
• Business acumen and good understanding of customer service management
• Dedication to delivering exceptional customer service

What we offer in return

• You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.
• You will receive a competitive compensation package with bonus structure and extended benefit package.
• You will be able to work in a hybrid work culture.
• You will participate in feedback loops, during which a personalized career path will be established.
• You will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability.

Next Steps

• If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
• The next step is a virtual conversation with the hiring manager. 
• The final step is a panel conversation with the extended team.

Our people make a difference

At Galderma, you’ll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.