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Customer Service Specialist




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Job Description:

For our life science client we are currently looking for an

Customer Service Specialist

Start date: asap
End date: 31/10/2018
Location: Fribourg

Main tasks:

- Support customers in all aspects of purchasing products, including order entry, invoicing, delivering.
- Interact with customers, partners, and other internal departments to provide a variety of pre-sales or post-sales services.
- Documents customer interaction and updates status for open customer service requests.
- Operational and customer support:

• Enter and process of customer orders in the system. Review of all terms and conditions, including price according to existing customer protocol with close follow up to ensure timely delivery.
• Provide service within agreed upon SLA's with internal and external customers.
• Generate and analyze regular and ad hoc reports for internal and external customers.
• Document policies and procedures based on expertise in specific job areas. Document customer protocols, best practices and workflow, including updating of internal work instructions and training materials.
• Respond to customer inquiries (direct or queue system). Escalate if needed and respond back to customer with solutions.
• Receive, investigate, and respond to customer inquiries regarding order status, shipping dates, prices, product availability, and back orders. Analyze and research historical data to solve customer issues. Log quality problems or issues in database.
• Issue commercial invoices, proforma-invoices for tenders and quotations, credit notes and commissions. Review shipping documents and other relevant documents needed for export and import purposes. Handling of letter of credits and documentary collection.
• Consignment handling and reconciliation.
• Educate internal and external customers on resources available and promote the self-service tools.
• Perform onboarding for internal and external parties related to Operational policy and process.
• Drive and own internal/external customer operational efficiency and engagement with internal stakeholders via regular calls/service reviews.
• Deliver high-level customer satisfaction by resolving escalated issues.
• Familiar with all technology platforms that partners and customers interact with to access products and services.
• Act as a liaison with various departments throughout the company and be a trusted advisor to internal/external parties.
• Possess the knowledge and skills to create and modify KPI content that is consistent with KCS standards. Publish content internally and externally.

Are you interested in the position? Would you like to apply? If you have any questions please do not hesitate to contact Josefine Gustafsson on +41 44 215 20 63

Michael Bailey International is acting as an Employment Business in relation to this vacancy.
Company Info
Michael Bailey Associates
12 Brook House, Chapel Place
London, United Kingdom
Phone: 00442077392022
Web Site: http://www.michaelbaileyassociates.com
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