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 complaintswith 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
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