Customer Service Representative for the UK and Ireland Market (m/f/d) - based in Warsaw

Penumbrainc Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join Penumbra, a pioneering MedTech company at the forefront of developing life-saving technologies, and become an integral part of our mission to improve patient outcomes worldwide.
• We are seeking a dedicated and customer-centric Customer Service Representative to support our vital operations within the UK and Ireland market, based in our vibrant Warsaw office.
• This role is crucial in ensuring our healthcare professionals and partners receive exceptional support, facilitating the seamless delivery of our innovative medical devices.
• As a Customer Service Representative, you will be the primary point of contact for inquiries related to our products, orders, and services, acting as a brand ambassador for Penumbra.
• You will manage a high volume of customer interactions via phone, email, and potentially other digital channels, demonstrating empathy, efficiency, and a deep understanding of our customers' needs.
• Your responsibilities will include processing customer orders accurately and efficiently, ensuring all details are captured correctly to prevent errors and delays.
• You will troubleshoot and resolve customer issues, ranging from product inquiries and technical support requests to order discrepancies and logistical challenges.
• This involves collaborating closely with internal teams, including Sales, Logistics, Technical Support, and Quality Assurance, to ensure timely and effective resolution of customer concerns.
• You will maintain detailed and accurate records of all customer interactions, transactions, comments, and actions taken in our CRM system, providing valuable insights into customer behavior and feedback.
• Proactively identify opportunities to enhance the customer experience, suggesting improvements to processes and service delivery based on your interactions.
• You will stay up-to-date with Penumbra's product portfolio, including their features, benefits, and applications, to provide informed support and guidance.
• This role requires a strong understanding of the healthcare industry and the specific needs of medical professionals, particularly within the UK and Ireland.
• You will contribute to building and maintaining strong, long-lasting relationships with our valued customers, fostering loyalty and trust.
• You will handle customer complaints with professionalism and a solutions-oriented approach, aiming to de-escalate situations and find satisfactory resolutions.
• Participate in training sessions to continuously develop your product knowledge and customer service skills, ensuring you are equipped to handle evolving demands.
• Contribute to a positive and collaborative team environment, sharing best practices and supporting colleagues.
• You will be instrumental in ensuring compliance with company policies and regulatory requirements in all customer interactions.
• This position offers a unique opportunity to work within a dynamic and rapidly growing MedTech sector, making a tangible difference in people's lives.
• Penumbra's commitment to innovation means you will be working with cutting-edge technology that directly impacts patient care and recovery.
• Your role will directly support the accessibility of critical medical treatments for patients in the UK and Ireland, contributing to better health outcomes.
• We encourage initiative and provide a platform for you to propose and implement improvements within the customer service function.
• You will gain exposure to a global organization with a strong ethical framework and a dedication to improving lives through technology.
• The Warsaw office provides a central hub for European operations, offering a collaborative and international working environment.
• Your ability to communicate effectively in English will be paramount in ensuring clear and precise interactions with our diverse customer base.
• This role is ideal for someone who thrives in a fast-paced environment and is passionate about delivering outstanding customer service in a meaningful industry.
• We are looking for individuals who are not only skilled in customer service but also possess a genuine desire to contribute to a company with a significant social impact.
• You will be part of a team that values teamwork and mutual support, working together to achieve collective success.
• The opportunity to grow within Penumbra is significant, with potential pathways for career development within customer service or other departments.
• Your dedication to excellence will be recognized and rewarded, as we believe in nurturing talent and fostering long-term careers.
• This role requires a proactive approach to problem-solving and a commitment to exceeding customer expectations at every touchpoint.
• You will be a key player in ensuring the smooth operation of our supply chain from a customer service perspective, ensuring timely delivery and satisfaction.
• Embrace the opportunity to learn about complex medical devices and their critical role in patient treatment pathways.
• Your work will directly contribute to Penumbra's reputation for quality and reliability in the healthcare market.
• We are committed to continuous improvement, and your feedback and insights will be invaluable in shaping our future service strategies.
• This role offers a blend of routine tasks and dynamic problem-solving, ensuring an engaging and rewarding work experience.
• You will be empowered to make decisions and take ownership of customer issues, fostering a sense of autonomy and responsibility.
• Become a trusted advisor to our customers, providing them with the information and support they need to utilize our products effectively.
• Your contribution will be vital in maintaining high levels of customer satisfaction and retention.
• This is more than just a job; it's a chance to be part of a mission-driven organization that is making a real difference in the world.

🎯 Requirements

• Proven experience in a customer service or client-facing role, preferably within the healthcare, medical device, or a related regulated industry.
• Excellent communication and interpersonal skills, with fluency in English (written and spoken) being essential for effective interaction with the UK and Ireland market.
• Strong problem-solving abilities and a proactive approach to identifying and resolving customer issues efficiently.
• Proficiency in using CRM software and other customer service tools; ability to quickly learn new systems.
• High attention to detail and accuracy in order processing and data entry.
• Ability to work independently and as part of a team in a fast-paced environment.
• A genuine passion for customer service and a commitment to delivering exceptional support.
• Familiarity with the healthcare landscape in the UK and Ireland is a plus.

🏖️ Benefits

• Competitive salary and benefits package.
• Opportunity to work with cutting-edge MedTech products that improve and save lives.
• Professional development and training opportunities to enhance your skills and career growth.
• Collaborative and supportive international work environment.
• Contribution to a company with a strong mission and positive societal impact.
• Based in a modern office in Warsaw, Poland.

Skills & Technologies

Onsite

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Penumbrainc Inc.

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About Penumbrainc Inc.

Penumbrainc is a biotherapeutics company advancing precision-engineered antibodies that modulate the complement system to treat severe autoimmune and inflammatory diseases. Its lead programs target dysregulated complement activation underlying conditions such as paroxysmal nocturnal hemoglobinuria, cold agglutinin disease, and Guillain-Barré syndrome. The company applies structural biology insights to create long-acting, subcutaneous therapies with improved safety and dosing convenience over existing intravenous treatments. Founded in 2020 and headquartered in South San Francisco, Penumbrainc is advancing candidates through preclinical and early clinical development with the goal of delivering first-in-class complement inhibitors to patients with high unmet medical need.

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