Customer Service Specialist

About the role

Proclinical, a life sciences recruiter acting as employment agency, is looking for a Customer Service Specialist in Zug, Switzerland. You will be the first point of contact for customers, handling administrative tasks, order processing and shipping coordination while answering inquiries by phone and email. Ongoing training builds technical product knowledge so you can give first-level support on technical questions, working with sales representatives, dental labs and the Country Manager.

To be considered, you must have the right to work in the location or hold an EU passport.

Key responsibilities

• Process customer orders accurately and completely for downstream teams.
• Maintain customer data in NetSuite and log activities in Salesforce.
• Coordinate repairs and returns with customers and the regional lab.
• Act as backup for logistics and shipping, monitoring shipments and coordinating with logistics providers.
• Answer customer questions by phone and email, explain clearly and resolve first-level technical issues.
• Collaborate with colleagues and subject matter experts on complex technical questions.
• Support customer acquisition and retention, including onboarding to digital platforms and keeping relationships.
• Provide marketing materials and help with customer events alongside the sales team.
• Ensure compliance with quality standards, ISO procedures and company policies.
• Share feedback and improvement ideas with the Country Manager.

Required profile

• Background in customer service administration or equivalent experience in customer communication and CRM systems.
• Experience handling phone and email inquiries, such as in a call center.
• Interest in medical devices and the dental industry, with a willingness to learn technical product details.
• Fluent German (mother tongue), French at C1 level and conversational English (B2).
• Ability to work independently, mostly via virtual platforms, and to collaborate in a team.

Required skills

• MS Office 365
• Familiarity with ERP/CRM systems such as NetSuite and Salesforce
• Strong communication, active listening and empathy
• Detail-oriented, organized and able to multitask under pressure