Customer Care Representative (M/V) FR-EN + NL/D

Function

RESPONSIBLE FOR CUSTOMERS IN A SPECIFIC COUNTRY OR REGION

  • Ensure customer contact through the appropriate communication means such as phone, email, fax and mail.
  • Handles all incoming orders, sends order confirmations and ensures expedition within the Service Level Agreement.
  • Optimize delivery of available goods and follow-up on pending orders.
  • Ensure that the order logistics and invoicing are in compliance with the commercial agreements and customer’s requirements.
  • Follow-up on all customer requests and questions.
  • Take all necessary actions to resolve any customer claims and issues (cross-functionally). If required initiate Returns and Credit Notes, following the appropriate approval process.


BACK-UP AND TEAM ROLES

  • Is a member of a back-up team that ensures permanent service to an island, as per Service Level Agreement (8:30-17:00).
  • Creates and maintains Customer Information files for the back-up team.
  • Ensures appropriate training and documentation to allow for seamless back-up.
  • Participates in welcome and training of new team members on the basic OTC processes.
  • Responsible for at least one cross-team control list or improvement task.
  • Supports other team-members work on their cross-team control lists and improvement tasks.


CROSS-FUNCTIONAL ROLES

  • Supports cross-functional improvement initiatives and requests.
  • Supports OTC Audit Requirements such as taking action on control lists and supplying supporting documentation for customer’s base within their responsibility.


QUALITY AND COMPLIANCE

  • Timely completion of all mandatory OWL trainings.
  • Follow all Standard Operating Procedures (SOP) and execute tasks according to established Work Instructions (WIN). Complies with processes as communicated by the OTC System Expert.
  • Provide Manager with monthly report
  • Ensure all relevant Key Performance Indicator targets are met
  • Maintain all relevant electronic and paper filing systems
  • Filing of all customer documents according to the company filing policies (Paperless JSOX).

Profile

  • Graduate degree (preferably in administration) or equal by experience
  • 2 years in a customer facing role in an international environment
  • In line with the Core competencies (Ensures Accountability, Collaborates, Customer Focus, Plans and Aligns, Instills Trust)

Minimum Requirements:

  • Excellent communication/telephone skills
  • Good problem solving skills
  • Good knowledge of MS Office Skills (Word, Excel, PowerPoint, Outlook)
  • Good team player and able to work for the common goals in an international environment
  • Strong ability to understand customer and sales needs with an acute sense of urgency
  • Eagerness to constantly learn, explore better ways of working and considers change as an opportunity
  • Positive, upbeat and friendly personality
  • Autonomous self starter with the ability to take initiatives
  • Flexible and willing ‘run the extra mile’ to ensure customer satisfaction (external and internal)
  • Works in a structured way and in compliance with company procedures
  • Tenacity / Ownership / Adaptability / Flexibility
  • French + English mandatory + good knowledge of Dutch or German
  • Willingness to work some bank holidays
  • Willing and able improve his/her technical product knowledge
  • Experience in an International, B2B environment preferably in the Medical sector.


Preferred Requirements:

  • Track record in a Customer Care role
  • Knowledge of SAP 7.2
  • Any extra languages
  • Previous experience in the healthcare sector
  • Awareness of controlled processes and audit preparation

Our Client

Our client is a international producer of medical products located in Zaventem

Offer

  • Competitive salary + benefits (meal vouchers, insurance, bonus)
  • Possibility of working from home (2d/week)

Locatie

Zaventem