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Operations

Customer Service Specialist with EN/FR/Dutch or Flemish

  • Job Title Customer Service Specialist with EN/FR/Dutch or Flemish
  • Function Operations
  • Sub Function Customer Service
  • Location Prague, Czech Republic
  • Date Posted
  • Requisition Number 2306102447W
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Description

Overall purpose of job

  • Customer service to Medical Devices countries in EMEA
  • Primarily handling of returns, credits and debits for external and internal customers but can extend to responsibilities across customer service orders, returns and financial transactions
  • Professional written and verbal communication with customers, internal functions (in country customer service, supply chain, commercial, sales, finance, etc..) and external providers (distribution centres and transport providers)
  • Timely and accurate handling of cases to process returns, credits and debits in a highly compliance and regulatory driven environment
  • Good understanding of systems and processes to manage multiple tasks through  (Salesforce.com, JDE) with a high attention to detail

Essential duties and responsibilities:

  • Investigates, processes and resolves customer cases and for returns, credits and debits, ordering and other issues  regarding return reason types, credit and billing investigations / approvals and transactions to provide excellent customer service and experience
  • Responds to customer inquiries regarding return requests, approvals,  changes, failures – coordinating these activities on behalf of the customer across internal departments and external providers
  • Process debits and credits on JDE system ensuring appropriate approvals, documentation and accuracy of inputs to ensure service levels are met to our customers

Qualifications

Special Requirements:

  • Fluency in English and Dutch or French/Flemish

Other features of the job

  • Meet all applicable quality and compliance requirements (i.e. HCC/HCBI/ANTI-CORRUPTION/FCPA/US-GCC/Privacy/SOX/QA.Safe Fleet)
  • On time reporting on spontaneous adverse events (AE) reports and quality compliants for all products
  • Successfully complete all mandatory training on time

Academic or Professional Qualifications/Technical Skills:

  • Experience in the Customer Service or in a related area
  • University degree or equivalent
  • Systems experience: Case Management systems (Salesforce.com preferred), Enterprise systems (JD Edwards preferred)

Years in Business related experience:

  • 1-2 years

Organizational and Industry Knowledge and Experience:

  • Proven customer service or administrative experience
  • Knowledge of customer service and office management systems and procedures
  • Excellent time management skills and ability to multi-task and prioritize work
  • Attention to detail and problem-solving skills
  • Excellent written and verbal communication skills
  • Strong organizational and planning skills
  • Proficient in MS Office

Key leadership characteristics required to the role:

  • Reporting skills
  • Administrative Writing Skills
  • Microsoft Office Skills
  • Analysis
  • Professionalism
  • Problem Solving
  • Verbal Communication
  • Office administration Procedures

Soft skills:

Teamwork, communicability, flexibility and reliability, good organization skills, autonomy, attention to detail and systematic work.

Job Location: Prague, Czech Republic

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