Customer Service Specialist – French Speaking
The company, a Galway City-based global operational hub, is seeking to hire a Customer Service specialist on a 12-month contract with a view to permanency. As the first point of contact, you will support customers and key distributors across Europe. Your tasks will include order processing, problem-solving, administrative support for the commercial sales team, and logistical support for internal and external customers.
This role reports to the Customer Services Team Lead and is part of the European Domestic Customer Services team on the French-speaking team.
Responsibilities:
* Process all orders received via the CRM system, primarily through email, but also via phone, fax, or online system.
* Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive, and courteous manner.
* Review and maintain open customer orders daily.
* Investigate and resolve order processing issues reported by customers, working cross-functionally with other departments to resolve queries.
* Resolve email, fax, and telephone inquiries and liaise directly with customers on various issues, such as pricing, inventory availability, terms, delivery, or general questions.
* Collaborate with other departments to ensure accuracy of data maintained on SAP.
* Keep customer account changes up to date and communicate them to the commercial sales team.
* Maintain knowledge of products, inventory levels, special requirements, and promotions communicated from various departments to support excellent customer service.
* Communicate regularly with the Team Lead on changes, issues, and potential concerns with any customer accounts.
* Empower employees to share ideas and drive continuous improvement.
* Work with the central warehouse and supply chain team on inventory, escalations, and customer inquiries. Complete customer or staff requested reporting for internal and external data requests.
* Develop and maintain fruitful customer and internal colleague relationships.
* Comply with and execute applicable Quality Management System (QMS) processes to support an excellent customer experience.
* Carry out duties in compliance with established business policies and procedures.
* Demonstrate commitment to quality processes as per ISO, FDA, and regulatory agencies.
* Exhibit professional behavior with internal and external business associates that reflects positively on the company.
* Understand and maintain awareness of quality consequences from improper job performance.
* Perform other duties and projects assigned.
Requirements:
* Fluency in French and English required.
* Self-starter ready to take initiative.
* Professional attitude.
* Interactive and engaging.
* A multi-tasker with excellent time management skills.
* Adaptable and flexible.
* Ability to deal with changing priorities.
* Eagerness and willingness to learn.
* Problem-solving.
* Experience dealing with ambiguity.
* Innate creativity.
* Drive for results.
* Excellent verbal and written communication skills.
* Team player.
* Proficient in MS Office programs such as Word, Excel, and Outlook, and comfortable with IT systems.
* Strong computer navigation and typing skills.
* Good attention to detail, critical thinking, investigating, and resolving complex issues.
* Effective collaboration and communication.
* Good email etiquette.
* Work independently and as part of a team.
* Work effectively in a fast-paced environment with changing priorities.
* SAP or other ERP system experience is a significant advantage.
* Previous customer service experience, preferably in the healthcare industry, but not essential.