Customer Experience Specialist – Madrid
At Mölnlycke, we are dedicated to making a difference in healthcare by equipping medical professionals with solutions that improve patient outcomes. If you are looking for an opportunity to contribute to a dynamic and growing organization with a strong focus on digitalization, customer centricity, and sustainability, we invite you to join us as a Customer Experience Specialist in our Customer Experience department based in Madrid.
Key responsibilities
* Contribute to the Customer Experience Team to deliver a seamless customer experience, adding business value through an integrated best-in-class service to align with customer centricity orientation.
* Manage Mölnlycke customer experience for the assigned group of customers, territory or channel, ensuring follow-up of enquiries and post sales.
* Provide a proactive and personalised customer relationship for the company’s offerings and services.
* Drive issue resolution through internal and external stakeholder coordination.
* Support customer feedback loop into the organization.
* Handle the order to invoice activities to provide the best customer experience.
Key Accountabilities
* Take ownership of the Order to Invoice processes to ensure compliance and sustainability.
* Actively listen to customers’ needs and proactively promote existing offers and services.
* Collect customer insights to develop product and service offering.
* Engage proactively with local sales and support functions as well as other internal/external organisations to secure appropriate support to achieve customer satisfaction.
* Maintain a consistent and positive Customer Experience image when interacting with customers.
* Be the first and main contact person for all customer interactions (phone calls, e‑mails…) ensuring professional and seamless communication.
* Handle customer demand: receive and process orders, inquiries according to Molnlycke quality system procedures and guidelines; track and trace customers deliveries from order registration to delivery.
* Manage service deviations: receive and process delivery and invoicing complaints; convert customer pain points into best‑in‑class Customer experience.
* Follow logistic issues and supply coordination.
* Contribute actively to improvement and corrective actions on Key Performance Indicators.
* Coordinate activities with QA and logistics department in organising returns with the customer in case product quality issue.
* Train team members or new hires.
Qualifications
* Preferably a bachelor’s degree and/or Customer Service experience in an international commercial environment.
* Experience with customer interactions (phone and e‑mails), in‑house sales welcome.
* Knowledge and understanding of order‑to‑invoice processes.
* Digitally savvy.
* Computer skills: Microsoft suite / ERP SAP.
* B2 level in English.
* Curious, engaged, passionate, strong team spirit, oriented to results and client satisfaction.
* Live in the area and ideally in Madrid.
We value inclusion and diversity and are committed to providing equal employment opportunities to all employees and applicants.
Location: Madrid, Spain.
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