Customer Service (front office)

Location: Netherlands

SIRE® is the market leader in Life Sciences recruitment. We believe the recruitment market needs to gear up in technology and continuous innovation. We like technology, in a Life Sciences market driven on science, we couldn’t stay behind; we drive Recruitment Science. Investing a majority of our turnover in technology enables us to use unique Resource Technologies. By using highly advanced algorithms, we enable our team of Resource & Data Strategists© to maintain the most advanced, detailed and complete Life Sciences network in Europe. This big data enables us to work Reverse Recruitment©: we first analyze the market in-depth before we go out to the market. Because we analyze the whole market, we can compare facts and data. This enables us to do Facts & Big Data Recruitment©, making sure we, or better yet, you find the right career!Our client is a professional Pharmaceutical and Biotechnology organisation, based in Noord-Brabant Netherlands.

Role Description

As Customer Service you are contributing to the completion of milestones associated with commercial order management and specific projects or activities within the team or
department related to commercial supply chain. Appropriately solves administrative issues and ensures optimal internal and external customer satisfaction in line with
our clients policies and procedures.

Responsibilities

Customer Care
• Unique first point of contact for customers, affiliates and Local Service Providers (LSPs).
• Call- and mail handling with Customers, affiliates and LSPs.
• Develops and maintain good relationships with internal/external customers (affiliate, physician, pharmacist, wholesaler, hospital, distributor etc, other departments), and LSPs
• Exchanges complex information with customers to solve problems within our clients procedures and/or provide ongoing support to ensure customers are satisfied.
• Discusses, accepts, enters and follows up on customer service complaints.
• Identifies & Initiates process improvements to decrease number of service complaints.

Order management
• Executes track and trace on daily basis, follows up on delays, and signs off reports
• Executes returns for all order types, credit and debit notes, follows up timely release

Customer Master Data
• Sets-up new customer; Initiates (e-)form, follows-up with affiliate and the new customer, and performs Customer Master Data entry
• Maintains and updates Customer Master Data requests.

Other
• Ensures knowledge of GMP/GDP and job related training is up to date.
• Handles and resolves service/transport issues (including track & trace)
• Provides departmental support upon request
• Identifies and initiates process improvements

Requirements

The knowledge and skills necessary to perform the duties of this position are typically acquired through the following combination of education, experience and knowledge, or the equivalent.

Minimum Requirements
• MBO 4 and higher
• Fluency in multiple languages
• Minimum 1 to 2 years of related experience in customer service or sales
• Ability to shift between tasks in a dynamic environment and work within diverse, international group of people
• Experienced in working with automated systems (computer bases business systems) like MS-Office
• Advanced communication skills
• Customer and services focused
• Fluency in English, both in oral and written communication (Slovak and Czech)
• High quality standards with regards to work

Preferred Requirements
• Education in Economics, Business Administration Supply Chain Management or related area
• Computer skills and ERP experience
• Experience with issue handling in a Supply Chain environment
• Problem solving skills
• Ability to set priorities and timely escalation

Are you interested and do want to apply for this role, please fill out your application via the apply button below and contact Rowin van der Zwaan.