Customer Service Representative (temporary) 100%

Job Position

Objective and Main Task of the Function:

Processes orders and handles customer questions and complaints professionally. Provides information on delivery times and stock situation in a timely manner by following the agreed upon SLA (Service Level Agreement) times.

Tasks:

• Maintain solid customer relationships by handling questions and complaints with speed and professionalism.

• Process customer orders.

• Active collaboration with product specialists by assisting and advising on product alternatives where suitable and applicable.

• Maintain contact with other departments to ensure customer requirements are fulfilled.

• Provide accurate, valid, and relevant information on delivery times and stock situation to customers.

• Manage backorders by collaborating with internal departments to ensure customers receive lenses in a timely manner.

• Process invoices and credit orders for customers.

• Process and oversee the management of products that are returned (RMA and RGA).

• Provide Certificates of Origin and other required documentation (export or otherwise) to customers.

• Ensure audit compliance by reviewing, filing and managing all documents.

• Ensure export documents are received and archived.

• When necessary, act as support to the Customer Data Steward team by creating and maintaining customer accounts and ensuring prices are controlled.

• When necessary, act as support to the Customer Data Steward team by creating and maintaining doctor accounts and ensuring the doctors are linked to the correct account and products.

• Follow communication procedures, guidelines, and policies.

• Invoice marketing materials and cross charge to internal cost centers as required.

• Train new hires on Customer Service processes.

• Active review of daily work to streamline and improve processes.

• Participate in Customer Service projects as required.

• Assist with answering and forwarding incoming phone calls, upon the Supervisor's request.

Requirements and Skills:

Education: Commercial/Administration Diploma or equal

Special Knowledge: Very good English, German and/or French skills are an advantage

Personality: Open minded, flexible, communicative, stress resistant, and customer service oriented

Professional Experience: Several years' experience in a similar position