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Customer Service Associate native level French speaker

Customer service
Breda
French

Description:

In this role you will contribute 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. You will appropriately solves administrative issues and ensure optimal internal and external customer satisfaction in line with company’s policies and procedures and compliance with SOX & GMP regulations. This role is focused on the Belgian, Nordics and UK market.

• 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 ABR departments), and LSPs 
• Exchanges complex information with customers to solve problems 
within company’s 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 
• 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 
• 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. 
• 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 
• Applies broad-based research, information and analytical skills to factual info. 
• Timely process of credit, debit and return orders, tracks and trace reports including following 
up on delays, and logs customer service complaints 
• Handles call and mail; ensures precise and promptly response to customer queries with the 
agreed service levels and applicable conditions 
• Correct Customer Master Data set up and review 
• Identifies and initiates Front office related process improvements 
• Provides input for monthly country KPIs 

Requirements:

• MBO 4 and higher 
Native level French speaker, preferably with fluency in Dutch 
• 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 
• High quality standards with regards to work 

About the company:

Our client is an international market leader in the pharmaceutical industry – focused on transforming science and biotechnology into therapies that have the power to restore health or save lives. The patients are the main priority at all times. This USA founded organization holds a large site in Breda, where produced medicines  are labeled, stored and shipped worldwide, to more than 75 countries. The staff in Breda works on supply chain processes, engineering, clinical research, marketing and sales on a daily basis. The company culture is dynamic and fast paced, with a strong international character.