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.

• 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.

• 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