Customer Service Representative 100%

Job Title

Objective And Main Task Of The Function

Processes orders and handles customer questions and complaints professionally. Provides information on delivery times and stock situation in a timely manner by following the agreed upon SLA (Service Level Agreement) times.

Tasks

• Maintain solid customer relationships by handling questions and complaints with speed and professionalism.
• Check out the sales orders that the customers reserved in Stella.
• Create manual orders to process the shipment from safety stock, after receiving the request from the customer.
• Fulfill Spherical lenses out Safety Stock for urgent orders.
• Active collaboration with product specialists by assisting and advising on product alternatives where suitable and applicable.
• Maintain contact with other departments to ensure customer requirements are fulfilled.
• Provide accurate, valid, and relevant information on delivery times and stock situation to customers.
• Manage backorders by collaborating with internal departments to ensure customers receive lenses in a timely manner.
• Review open orders report daily and update the SSD (Schedule shipment date) if necessary.
• Process daily and monthly invoices and credit orders for customers.
• Monthly release of implanted/used lenses from invoices in pause based on customer's information. (New solution to replace consignment warehouses)
• Process and oversee the management of products that are returned (RMA and RGA) and issue credit memos.
• Process returns of all RMA lenses to STAAR AG.
• Ensure audit compliance by reviewing, filing and managing all documents.
• Ensure export documents are received and archived.
• Communication with Customer Data Steward in Switzerland to ensure maintenance of customer accounts and doctors is accurate.
• Follow communication procedures, guidelines, and policies.
• Invoice marketing materials and cross charge to internal cost centers as required.
• Answer and forward incoming phone calls.
• Train new hires on Customer Service processes.
• Active review of daily work to streamline and improve processes.
• Participate in Customer Service projects as required.
• Release sales orders when the products need to be shipped.
• Physically verify and receive the lenses in Spain logistic location shipped from STAAR AG.
• Process ship confirm in Oracle.
• Release Sales Orders when the products need to be invoiced.

Requirements And Skills

Education:

Commercial/Administration Diploma or equal

Special Knowledge:

Very good Spanish and English skills

Personality:

Open minded, flexible, communicative, stress resistant, and customer service oriented

Professional Experience:

Several years' experience in a similar position