Customer Care Representative (2 FTE)

About the role:
Be part of a fast-growing international team that supports global distributors with order fulfillment, invoicing, and product shipping. Take proactive ownership of order handling, product allocation, and shipment creation, ensuring timely updates and an exceptional customer experience through accountability and attention to detail.

Your responsibilities include:
 

Order Management:

• Oversee the entire order intake process, ensuring seamless entry, accuracy, and timely processing across multiple channels.
• Manage SAP order entry, coordinate shipments from various distribution centers, and proactively resolve issues, including proactive resolution of shelf life, regulatory, and credit blocks, to expedite order fulfillment.
• Take full ownership of order follow-up and shipment preparation, ensuring shipments are processed as per the agreed collection date with customers, or handling urgent on-demand shipments outside the standard schedule, always prioritizing the customer’s needs and ensuring timely fulfillment as requested.

Customer Relationship Management:

• Build strong relationships with customers and internal teams, including Commercial, Operations, Export, Planning, and Finance.
• Act as a central point of contact, collaborating globally to secure smooth order processing and deliver excellent customer service.
• Address customer requests and inquiries promptly, liaising with internal stakeholders as needed.

Process Excellence & Compliance

• Continuously improve services to enhance customer satisfaction and drive process optimization initiatives.
• Ensure compliance with applicable procedures, local legislation, OFAC/BIS licenses, and corporate standards.
• Maintain accurate and up-to-date customer files and documentation.

 Problem Resolution:

• Handle product complaints and service incidents, ensuring immediate resolution and thorough follow-up.
• Proactively identify and mitigate potential issues in order-to-cash processes.

 Administrative and Compliance Oversight:

• Ensure customer files and administrative records are accurate, up-to-date, and properly maintained for seamless order management and reference.
• Adhere to internal processes, procedures, and corporate standards while prioritizing customer care and maintaining a patient-first mindset in all actions.

Team Collaboration:

• Support department objectives and collaborate with team members to achieve organizational goals, providing back-up when needed.
• Partner with regional sales teams and Business Unit Managers to enhance overall efficiency and customer support.

General Key Attributes:

• Demonstrates a detail-oriented, proactive, and fast-paced approach to work.
• Possesses strong organizational skills and the ability to prioritize effectively under pressure.
• Maintains a collaborative attitude and supports a culture of teamwork and cooperation.

Must Have:

• Education level: Bachelor (MBO+/HBO)
• Customer Centric mindset 
• Good interpersonal and communication skills.
• Multiyear experience in the area of Customer Service and Order-to-Cash process
• Experience with SAP and Excel

Nice to have:

• Experience in Export services and Logistics 
• Experience with Salesforce.com/Service Cloud 
• Experience in MedTech industry 

What we can offer to you:

• Working in an international environment
• Attractive benefits package
• A team-oriented company culture
• Excellent training/development programs
• Company with a purposeful mission