POSITION SUMMARY
Through a Single Point of Contact approach, manage the full Order-To-Delivery (OTD) cycle and offer our customers better service, faster. As a company and the individual incumbent, we want to ensure differentiation by delivering remarkable service by proactively communicating and offering added value solutions.
JOB POSITION SCOPE
To further strengthen the Owens & Minor Global Products SBU Customer Service team for EMEA and delight our customers we are looking for an enthusiastic Customer Service Representative EMEA, based out of the Brussels headquarters (Diegem). You will join a market leading company with a strong brand in the healthcare sector and a wide product portfolio of Medical Supplies with international presence. As an American company, Owens & Minor nurtures an agile and flexible entrepreneurial approach with ample opportunity for initiative. As Customer Service Representative you will manage all interactions with the Halyard (Products division) customers to serve and supply them with medical supplies. This role reports to the EMEA Customer Service Manager.
JOB FUNCTIONS
* Ownership of the full “Order-To-Delivery” (OTD) process. You are expected to develop an excellent relationship with customers and distributors as you will be the key contact for all their inquiries, return requests, claims etc. You will handle various documents such as export documentation, packing lists and other specific documents.
* Deliver pro-active customer care to your portfolio of clients through pro-active communication.
* Act as Single Point of Contact (SPOC) offering holistic customer service (price inquiries, substitute inquiries etc.).
* You support your team members and strive to achieve business KPI’s.
* You take up the responsibility to interact with the different internal departments such as Supply Chain, Pricing & Tender team, Credit Control team and the different country commercial organizations to gather information to respond to customer enquiries.
* You are in contact with the end customers but also distributors and 3rd party logistics suppliers.
QUALIFICATIONS
* Education: preferably a master's degree level within the field of Economics or Logistics.
* Demonstrated relevant experience of 5 to 10 years as an International Customer Service Representative and/or Supply Chain, beyond call center and/or retail experience.
REQUIRED SKILLS
* Languages: The candidate must have good English skills, as the business language is English.
* The candidate is expected to be fluent in German (don't have to be a native). Dutch or French are a plus.
* Excellent phone communications and interpersonal skills with multiple functional groups including CSRs, Manufacturing, Supply Chain, Product Management, Sales and Marketing, Finance, Warehouse, and Transportation personnel as well as external customer contacts.
* Working knowledge of SAP, MS Office Skills. Knowledge of CRM (preferably SFDC) is a plus.
* Excellent skills in Excel, Word, PowerPoint, and Outlook are required.
* Possess a positive attitude and an entrepreneurial spirit; accountability and “getting things done” are qualities we search for in a candidate.
* You understand business needs and priorities and acts accordingly, result oriented, stress resistant.
* Drive, energy and enthusiasm for delivering to commitments and quality.
* Problem solving hands-on mindset in a fast-moving environment and able to work with little supervision.
* Customer focus & business savvy.
PREFFERED SKILLS
* Well-organized, a self-starter able to prioritize and manage multiple activities at any time.
* High level of autonomy, you pay attention to details, and you meet the set deadlines and deliver correct and complete information.
* Continuous improvement mindset.
* Good analytical and problem-solving skills.
* Self-motivated, accountable & proactive.
* Ability to work cross functionally.
* You are a team player and eager to learn!