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