Customer Service and Marketing Administrator

A fast-growing medical device start-up with ground-breaking technology for monitoring critically ill patients, based in Modiin is looking for a Customer Service & Sales Marketing Admin.

We are seeking a versatile and detail-oriented Customer Complaint & Sales/Marketing Admin. This role is pivotal in managing the entire customer complaint process and supporting the sales and marketing teams to enhance overall business performance and customer satisfaction.

Responsibilities:

- Manage the sales orders flow, ensuring seamless coordination with the finance and logistics departments to facilitate order processing, invoicing, and timely delivery.

- Assist in the creation, execution, and monitoring of marketing campaigns and initiatives.

• Maintain and update the CRM system with accurate and timely information.

- Assist in the development and distribution of marketing materials, such as brochures, emails, and social media posts.

- Collaborate with other departments to ensure alignment and efficiency in all sales and marketing efforts.

Customer Complaint Management:

- Complaint Intake and Ticket Management: Receive service calls and support the user in troubleshooting the user

- Document customer service calls and complaints, open and manage tickets in the service calls management system.

- Issue Resolution: Collaborate with cross-functional teams including Operations, R&D, Quality Assurance (QA) and Regulatory Affairs (RA) to sort, investigate and resolve complaints effectively.

- Process Oversight: Oversee the end-to-end service and complaint handling process, ensuring adherence to company policies and regulatory requirements.

- Customer Communication: Maintain clear and professional communication with customers throughout the complaint resolution process.

- Documentation and Reporting: Ensure all complaint records are accurately maintained and generate regular reports on complaint status and resolutions for management review.

- Ideal candidate will be able also to monitor performance: Analyze complaint data to identify trends and areas for improvement, contributing to product performance enhancements.

Requirements:

- Education: Bachelor's degree in a related field (e.g., Life Sciences, Engineering, Business, etc.)

- Experience: Experience working in relevant fields (Marketing, customer support, QA) inthe medical devices industry 

- Skills: Strong problem-solving skills, excellent communication abilities, proficiency in complaint management systems, and familiarity with CRM and marketing tools.

- Knowledge: Familiarity with regulatory requirements and standards (e.g., FDA, ISO) relevant to medical devices.

- 2+ years of experience in sales or marketing.

- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

- Experience with CRM software (e.g., Salesforce, HubSpot) is a plus.

- Experience with ERP software (e.g., NetSuite, Priority) is a plus.

- Excellent organizational and multitasking skills.

- Strong written and verbal communication skills in English and Hebrew.

- Detail-oriented with a high level of accuracy.

- Strong problem-solving skills