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. • Create and maintain customer accounts and ensure prices are controlled. • Create and maintain doctor accounts and ensure 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. • Answer and forward incoming phone calls. • Train new hires on Customer Service processes. • Active review of daily work to streamline and improve processes. • Participate in Customer Service projects as required.
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
