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Customer Care Representative


We are looking for a Customer Care Representative for our client In Heverlee, who is a global leader in blood component, therapeutic aspheresis and cellular technologies. 
As a Customer Care Respresentative, you are responsible for Customer Care activities supporting internal en external customers in the German and English market. You manage orders, returns and sales administration activities, all in accordance with JSOX and internal quality procedures (Standard Operating Procedures and Work Instructions). You also participate in cross-functional continuous improvement initiatives to increase efficiency, compliance and imporve internal and external customer satisfaction.
Some essential duties and responsabilities:

 you ensure customer contact through the appropriate communication means
 you handle all incoming orders, sends order confirmations and ensures expediation within the Service Level Agreement
 you optimize delivery of available goods and follow-up on pending orders
 you ensure that the order logistics and invoicing are in compliance with the commercial agreements and customer's requirements
 you follow-up on all customer requests and questions
 you take all necessary actions to resolve any customer claims and issues. If required you initiate Returns and Credit Notes, following the approriate approval process
 you are a member of a back-up team (for the Spanish and France market) that ensures permanent service (8h30-17h)
 you create and maintain Customer Information files for the back-up team
 you ensure appropriate training and documentation to allow for seamless back-up
 you participate in welcome and training of new members on the basic OTC processes
 you are responsible for at least one cross-team control list or improvement task
 you support other team-members work on their cross-team control lists and improvement tasks
 you support cross-functional improvement initiatives and requests and OTC Audit Requirements
 you follow all Standard Operating Procedures (SOP) and execute tasks according to established Work Instructions (WIN). You comply with processes as communicated bu the OTC System Expert
 you provide and defend your monthly report before your Manager
 you ensure that all relevant Key Performance Indicator targets are met
 you maintain all relevant electronic and paper filling systems
 you are responsible for the filing of all customer documents according to the company filing policies (Paperless JSOX)


Profiel en vaardigheden

 you have a Graduate degree, preferably in Administration, or equal by experience
 you have 2 years of experience in a customer facing role in an international environment
 respect, integrity, care, quality and creativity are your key words
 you are an excellent communicator, you have good telephone skills
 you have good problem solving skills
 you have a good knowledge of MS Office (Word, Excel, PowerPoint, Outlook)
 you are a good team player and able to work for the common goals in an international environment
 you have the ability to understand customer and sales needs with an acute sense of urgency
 you eager to constantly learn, explore better ways of working and consider change as an opportunity
 you have a positive, upbeat and friendly personality
 you describe yourself as an autonomous self starter with the ability to take initiatives
 you are flexible and willing to 'run the extra mile' to ensure external and internal customer satisfaction
 you work in a structured way and in compliance with company procedures
 tenacity, ownership, adaptability and flexibility are four key words who describe you perfectly
 you speak English, German and have a good knowledge of French and Spanish
 you are willing to work during some bank holidays
 you want and are able to imporve his/her technical product knowledge
 you have experience in an International, B2B environment, preferably in the Medical sector


What's in it for you?

 a very competetive salary with extra-legal advantages (meal vouchers, yearly bonus, insurances, eco vouchers) 
 after period of training possibility to work 1-2 days/week from home
 flexible hours
 a challenging position in a fast growing, innovative companyin the medical industry
 a multicultural environment
 Learning & Development: various trainings are offered
 a company where values are important: Respect - Integrity - Care Quality - Creativity

Customer Care Representative

SD Worx Staffing Solutions, Leuven
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