Customer Service Representative

With the launch of our rapid COVID 19 PCR test, we are currently seeking a Customer Service Representativeto join our rapidly expanding Supply Chain team. You will be a crucial player in defining and building out our customer service and supply chain activities now that we are moving from a research focused organization into a commercial organization.

As our Customer Service Representative, you will beresponsible for the Customer Experience while making business with miDIAGNOSTICS.

Your responsibilities will include:

Pre order:

• Coordinate activities related to Master data management – ensuring Customer contract data is correctly translated into the ERP system
• Ensure high quality of Customer data in the ERP system and follow up with the commercial organization on any required update in the Address book or Pricing

Order:

• Customer order management, working with both internal miDiagnostics contacts and external customers to ensure fulfilment of all order elements for on-time delivery
• Interacting with warehouse operations
• Receiving, managing and resolving customer enquiries concerning orders, product availability and general information

Post order:

• Customer non product Complaints management to their full resolution
• Ensure technical and other enquiries are appropriately redirected and followed up by technical support experts
• Communicate with customers on invoice and payment related issues in support with Cash Collection team

• High school graduate or equivalent is preferable.
• 3-4 years relevant experience in a customer facing activity, such as Customer Service, or Customer Care in a commercial business in a market led economy. Understanding of the logistics flow and / or Cash collection processes is of great advantage
• Ability to develop processes as well as follow specific instructions while exercising initiative, independence and flexibility as appropriate
• Driven by targets and desired outcomes as reflected in Customer Experience and operations efficiency
• You thrive in a fast-paced and changing environment, you are a real entrepreneur
• Written and oral communication skills, ability to manage customer experience and navigate customers towards mutually beneficial solutions
• Personal organisation skills, capable of handling conflicting priorities and get things done
• Team work is a must while ensuring follow up on individual responsibility
• Computer literate, knowledge of Microsoft office - intermediate level is essential
• Language skills: English as well as at least two of the following languages : Dutch, French and German
• Telephone skills – in the areas of listening, problem resolution, dealing with difficult situations/concerned customers – must be excellent.
• You appreciate working in an open space amongst enthusiastic, multidisciplinary and international colleagues
• Our offices are located in Leuven (Belgium). Relocation to Belgium is needed. It is essential that you hold entitlement to work and live in Belgium.