Customer Service Representative

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