Customer Service Representative - Part-Time 0.8 FTE

Overview

Responsible for providing the highest quality customer service to customers & sales team. Proactively assesses customer & sales team needs regarding product and account information. Processes inventory and sales orders, invoices, return goods authorizations and monitors consignment inventory using established procedures. This role will involve significant cross‑functional collaboration with quality, supply chain, finance, marketing, and sales across both EU and U.S organizations.

Responsibilities

• Serve the needs of customers regarding the order fulfillment and delivery process, where a high level of accuracy is required.
• Receive and service customer/sales inquiries regarding all aspects of the order fulfillment process, return goods authorization process, consignment inventory monitoring and invoice entry to ensure customer satisfaction and efficiency of order processing. Timeliness of response & prioritization of transactions is required.
• Communicate effectively with customers & sales team to keep them always informed of the order’s status.
• Arrange and follow up on special deliveries / transport if required.
• Respond to customer/sales team inquiries and problem solving in a professional and effective way.
• Understand and follow established Regulatory and Quality Standard Operating Procedures and Department Operating Procedures pertinent to the effective operation of the Customer Service Department. Becomes proficient and displays a current working knowledge of those procedures.
• Escalate and provide feedback to the management regarding customer concerns.
• Responsible for inventory cycle counts.
• Work closely with the sales team, finance, logistics and warehousing, marketing, and clinical departments to ensure customer satisfaction.
• Support other operational areas where needed.

Qualifications

Education

• High School Diploma or Bachelor's degree required.

Experience

• 3-5 years of international Customer Service experience preferred.
• Word, Excel, Salesforce.com and QAD experience preferred.
• Excellent verbal/written communication skills and phone manner
• Fluent in written & spoken English, Dutch and preferably another European language.