Customer Care Officer  Job description 

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Mission of the job

Mission of the job

The customer care role is a key chain in the sales (also pre and after sales) process to answer the clients' needs and act upon the commitments made by the sales force of the divisions. In this role of partner, the job will consist of working according to the B. Braun quality standards and processes. For this, the Customer Care Officer needs a good knowledge of the products, the focus sales and the tools and procedures.

 

Principal responsibilities

Principal responsibilities

 
We distinguish 4 processes within customer support:

1. Pre-Order activities

To handle all customer enquiries by phone, email or via Sales Representatives in a professional way. Act as a professional and reliable first contact at all times in order to guarantee maximum customer satisfaction and loyalty. This includes product information, price requests, product availability and other.

2. Order management activities

Provide a dedicated follow-up of order handling issues in a consistent and timely matter. Assure high-quality customer solutions and communication for backorder situations and any order or delivery related activity.

3. After Sales support

Handle various and dedicated tasks and assure a high quality level service to all internal and external customers. The nature of the different tasks varies from basic operational tasks to dedicated responsibilities which require specific knowledge and training.

This includes:

  • Follow-up of special orders e.g. viewing orders and samples
  • Follow-up and administrative handling of delivery, return and price issues
  • Answer and handle customer calls
  • Provide product and price information
  • Back order management
  • Follow-up and proactive communication of backorders
  • Proactively co-operate with our internal sales divisions and other departments
  • Manage and follow-up customer contracts
  • Create and communicate price lists and price offers correctly
  • Follow up of logistical questions and actions
4. Reporting and continuous improvement
  • Handle correct and professional reporting on Customer Care actions, issues and activities
  • Take proactive and reactive qualitative actions to continuous improve Customer Care processes
  • Maintain consistent and direct reporting line with Customer Care Manager on a daily level
  • Handle and follow-up different tasks and priorities within agreed timelines
  • Make sure that the Customer Care operations comply with B. Braun standards, local and international legislations and regulations
  • Engage actively to different training programs and take ownership to develop, learn and grow as a core team Customer Care member

    Standards of performance:
  • Customer satisfaction for all requests: to provide in due time the customer with the most complete answer
  • Consistently work to be accurate in your day to day job
  • Positive team-player with solution focused attitude and eager to win
 

Required profile

Required profile

Professional experience
  • MBO/HBO graduated (NL)
  • Degree of secondary school / Bachelor (BE)
  • Minimum experience in Customer Service and/or Sales Support of 2 years
  • SAP and Sales Force knowledge is an added value
Necessary skills
  • Good knowledge of MS Office, specifically Word & Excel
  • Experienced with complaint handling process on an operational level
  • Genuine interest in medical sector
  • Strong verbal and written communication skills
Knowledge
  • Fluent Dutch, French (if applicable) and English (spoken and written)
Personality
  • Pro-active, customer oriented and taking up responsibility
  • Stress resistant and mature attitude
  • Analytic skills
  • Organization and follow-up skills
  • Strong oral and written communication skills
  • Real team player
  • Able to work in a complex and changing environment
  • Precise and process driven
  • Curious, eager to learn and win
  • Long term relation commitment
  • Knowledge of process improvement
 

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Data protection

Data protection

The protection of the personal data of our customers is very important to us and we take it very seriously. Your personal data is subject to data protection and will only be collected and stored for approach reasons. Under no circumstances will we pass on your personal data to third parties outside of the B. Braun group or use or store them for any other purposes. Our staff has been trained to handle personal data and is obliged to comply with the data protection regulations.