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États-Unis - B. Braun Medical Inc.

Belgique - B. Braun Medical N.V./S.A.

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Vacancy

Customer Care Officer

The Customer Care Officer acts as a professional and reliable first contact at all times in order to guarantee maximum customer satisfaction & loyalty.

The Customer Care Officer looks for efficient & sustainable solutions, providing a loop closing assistance & assuring a high-quality level service to all internal and external customers.

The Customer Care Officer contributes to the positioning of B. Braun Medical as a professional, value-adding, trustworthy partner, anticipating and responding to customer needs and achieving high customer satisfaction.

Region	Belgium
Reporting Line	Customer Operations Manager
Employment	Fulltime
Start date	As soon as possible

Strategy & Planning & Relationship Management

To compile and share relevant and comprehensive market research, insights and competitor intelligence as support to the Marketing Manager and the Marketing Director defining the marketing strategy;
To compose & implement the yearly therapy-based marketing plan & (pre)-launch plan with clear defined KPI’s (analysis, segmentation, targeting, positioning, strategy, marketing-mix, financial projection, implementation planning, campaign management, ...);
To collaborate with international colleagues in search for new products/market opportunities;
To draft monthly, quarterly reports on the progress of the activities and expenses based on objective parameters and pro-actively propose corrective actions if KPI’s are not met;
To provide well-grounded forecasts in order to assure smooth logistics and supply;
To build, maintain and strengthen the relationship & partnership with (inter)national key opinion leaders, medical (inter)national societies and associations;
To extend B. Braun brand image, increasing visibility and creating awareness in collaboration with marketing communications;
To adhere to all company policies, procedures and business ethical codes, ensuring communication and implementation.

Internal Collaboration

To support and assist the sales force actively in order to steer the commercial direction of the organization;
·To develop undertake and follow up on inspirational product trainings/e-learnings/congresses for sales team;
To support the sales team actively, content-wise and in the field as product (& therapy) expert to respond to customer needs;
To endorse the tender team in order to generate strong winning files;
To monitor & ensure the complete product life cycle in the assigned therapy fields;
To collaborate with RA/QA for new registrations and if applicable price/reimbursement submissions.
To act diligently and according to compliance guidelines by receiving, documenting & prompt forwarding of complaints/ADRs (Adversed Drug reactions)

Education/Professional experience

Academic Bachelor in Science, Economics (Marketing) or equivalent by experience
Minimum 2 years of marketing experience within the commercial and/or medical sector
Experience within the health care environment is a major plus

Necessary skills/attitude

Extensive analytical and planning skills
Strong interaction, influencing & negotiation skills – commercial & financial acumen
Eager for knowledge & documentation
Presentation & persuasive communication skills
Mature ability to interact and cooperate with COE, key supporting departments, cross-functional team members such as inter(national) Therapy Managers, Marketing Communication, Tender Team, RA/QA, Customer Care and Sales

Knowledge

Professional IT literacy (MS Office)
Excellent written and spoken French, Dutch and English
Knowledge of strategic features and functionalities in the assigned therapy fields
In-depth understanding of customer- and market dynamics and requirements
Familiar with the legislative framework in the healthcare environment is a plus

Working environment

Experience with complexity
Experience in working in a matrix organization (cross-border with company HQ)

Strategy & Planning & Relationship Management

To compile and share relevant and comprehensive market research, insights and competitor intelligence as support to the Marketing Manager and the Marketing Director defining the marketing strategy;
To compose & implement the yearly therapy-based marketing plan & (pre)-launch plan with clear defined KPI’s (analysis, segmentation, targeting, positioning, strategy, marketing-mix, financial projection, implementation planning, campaign management, ...);
To collaborate with international colleagues in search for new products/market opportunities;
To draft monthly, quarterly reports on the progress of the activities and expenses based on objective parameters and pro-actively propose corrective actions if KPI’s are not met;
To provide well-grounded forecasts in order to assure smooth logistics and supply;
To build, maintain and strengthen the relationship & partnership with (inter)national key opinion leaders, medical (inter)national societies and associations;
To extend B. Braun brand image, increasing visibility and creating awareness in collaboration with marketing communications;
To adhere to all company policies, procedures and business ethical codes, ensuring communication and implementation.

Internal Collaboration

To support and assist the sales force actively in order to steer the commercial direction of the organization;
·To develop undertake and follow up on inspirational product trainings/e-learnings/congresses for sales team;
To support the sales team actively, content-wise and in the field as product (& therapy) expert to respond to customer needs;
To endorse the tender team in order to generate strong winning files;
To monitor & ensure the complete product life cycle in the assigned therapy fields;
To collaborate with RA/QA for new registrations and if applicable price/reimbursement submissions.
To act diligently and according to compliance guidelines by receiving, documenting & prompt forwarding of complaints/ADRs (Adversed Drug reactions)

Education/Professional experience

Academic Bachelor in Science, Economics (Marketing) or equivalent by experience
Minimum 2 years of marketing experience within the commercial and/or medical sector
Experience within the health care environment is a major plus

Necessary skills/attitude

Extensive analytical and planning skills
Strong interaction, influencing & negotiation skills – commercial & financial acumen
Eager for knowledge & documentation
Presentation & persuasive communication skills
Mature ability to interact and cooperate with COE, key supporting departments, cross-functional team members such as inter(national) Therapy Managers, Marketing Communication, Tender Team, RA/QA, Customer Care and Sales

Knowledge

Professional IT literacy (MS Office)
Excellent written and spoken French, Dutch and English
Knowledge of strategic features and functionalities in the assigned therapy fields
In-depth understanding of customer- and market dynamics and requirements
Familiar with the legislative framework in the healthcare environment is a plus

Working environment

Experience with complexity
Experience in working in a matrix organization (cross-border with company HQ)

To handle all customer enquiries with a multi channel approach in a professional way;
To provide customers with accurate product information, price requests;
To follow-up of order management activities such availability, deliveries, samples, in a consistent and timely matter;
To assure pro-actively high-quality alternatives and clear communication for backorder situations towards customers;
To continuously invest in outstanding knowledge of the product portfolio;
To switch fluently between basic operational tasks & dedicated tailor-made activities when required making sure administrative follow-up is ensured;
To maintain correct & professional reporting & co-operation on customer care actions & issues with relevant internal stakeholders such as Sales Team & Product Managers;
To undertake proactive & reactive qualitative actions in order to continuously improve customer care processes;
To follow-up different tasks and priorities within agreed timelines;
To assure compliance of the Customer Care operations with B. Braun standards, local & international legislations & regulations;
To engage actively in different training programs & take ownership to develop, learn and grow as a core team Customer Care member;
To act diligently and according to corporate complaint guidelines in case of possible complaints &/or Adhered Drug Reactions (ADR);

Education/Professional experience

Bachelor level or equivalent by experience
Minimum 2 to 4 years of experience in Customer Service and/or Sales Support

Necessary skills/attitude

Service minded & solution focused
Strong verbal and written communication skills
Stress resistant & mature attitude
Excellent customer relationship skills; pro-active and willing to exceed customer expectation
Exquisite organizational and follow-up skills
Ability to interact and cooperate with internal key supporting departments
Collaborative with Sales Representatives, Sales Manager & Product Managers
Genuine interest in medical sector
Team player
Long term relation commitment
Consistently work to be accurate in your day to day job

Knowledge

Professional IT literacy (MS office), SAP and Sales Force knowledge
Excellent written and spoken Dutch, French (Be) and English skills

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