Customer Service Specialist

4 days ago

Galway, Ireland Cpl Healthcare Full time

CUSTOMER SERVICE SPECIALIST - FRENCH/DUTCH SPEAKING

My client, a Galway City based Global operational hub seeks to hire a Customer Service specialist initially on a 12-month FTC basis with a view to permanency. You will be the first point of contact to support my client’s customers and key distributors across Europe. You will be responsible for a variety of tasks including order processing, problem solving, admin support for our commercial sales team and logistic support for both our internal and external customers. This role will report to the Customer Services Team Lead, and you will be part of the European Domestic Customer Services team on the French & Dutch speaking team.

RESPONSIBILITIES

1. Process all orders received via CRM system. Orders are received primarily by email, with some also received via phone, fax or directly through our online system.
2. Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive, and courteous manner.
3. Review and maintain customers open orders on a daily basis.
4. Investigate and resolve order processing issues reported by customers and work cross-functionally with other departments to resolve customer queries.
5. Resolve e-mail, fax and telephone inquiries and liaise directly with customers on a variety of issues such as pricing, inventory availability, terms, delivery, or general questions.
6. Collaborate with other departments to ensure accuracy of data maintained on SAP.
7. Keep customer account changes up to date and communicated to the commercial sales team.
8. Keep up to date on products, inventory levels, special requirements and promotions, communicated from various departments to support the delivery of an excellent customer service.
9. Communicate regularly with your Team Lead of all changes, issues, and potential concerns with any customer accounts. Employees are empowered to share ideas and to drive and support continuous improvement.
10. Work with our central warehouse and or supply chain team with regards to inventory, escalations, and customer inquiries. Complete all customer or staff requested reporting supporting internal and external data requests.
11. Develop and maintain fruitful customer and internal colleague relationships.
12. Responsible for complying with and executing applicable Quality Management System (QMS) processes, to support the delivery of an excellent customer experience.
13. Carries out duties in compliance with established business policies and procedures.
14. Demonstrates commitment to the development, implementation, and effectiveness of applicable Quality Processes as per ISO, FDA, and other regulatory agencies.
15. Responsible for exhibiting professional behaviour with both internal/external business associates that reflects positively on the company and is consistent with the company’s policies and practices.
16. Responsibility to understand and maintain awareness of the quality consequences which may occur from the improper performance of their specific job.
17. Perform other duties and projects as assigned.

REQUIREMENTS:

1. Fluency in both Dutch and French required
2. Self-starter ready to take initiative.
3. Professional attitude.
4. Interactive and engaging.
5. A multi-tasker with excellent time management skills.
6. Adaptable and flexible.
7. Ability to deal with changing priorities.
8. Eagerness and willingness to learn.
9. Problem solving.
10. Experience dealing with ambiguity.
11. Innate creativity.
12. Drive for results.
13. Excellent verbal and written communications.
14. Team player.
15. Proficient in MS Office programs such as Word, Excel, and Outlook and comfortable with IT systems.
16. Strong computer navigation and typing skills.
17. Good attention to detail-oriented, a critical thinker, experienced at investigating and resolving complex issues.
18. Effectively collaborate with others.
19. Communicate professionally.
20. Good email etiquette.
21. Work independently and as part of a team.
22. Work effectively in a fast-paced environment with changing priorities.
23. SAP or other ERP system experience a significant advantage.
24. Previous customer service experience desired preferably in the healthcare industry but not essential.

For more information, please send CVs to sean.keating@cpl.ie for consideration.

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