Customer Service Administrator II

<p style="text-align:left"><span>Bracco</span><span> is an international Group active in the healthcare sector and a leader in diagnostic imaging. The Group’s main products are contrast agents sold in over 100 countries, both directly and indirectly through branches, joint ventures and license and distribution agreements.</span></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>Ensure smooth order processing, accurate invoicing, and outstanding customer service. Optimize workflows, maintain accuracy, and deliver exceptional service to both internal stakeholders and customers. Improve efficiency and ensure every order is handled with precision and care.<br><br>Reports to the Team Lead - Customer Service Order Management<p><b>Operational excellence</b></p><ul><li>Accurately process customer sales orders and exchanges in the ERP system, including return orders.</li><li>Create and manage credit and debit memos for customers.</li><li>Oversee the end-to-end invoicing process, ensuring timely and accurate invoicing.</li><li>Collaborate with internal teams (Sales, Logistics, Finance) and Healthcare Professionals, to resolve customer issues, ensure in-time deliveries, and streamline order-to-cash operations.</li><li>Handle escalations and work with department lead and management to resolve issues effectively.</li><li>Monitor and proactively resolve discrepancies in order and invoice statuses.</li><li>Provide professional customer service by phone on inquiries related to orders, returns, invoices, and general questions.</li><li>Ensure compliance with internal policies and external regulations (healthcare, logistics).</li><li>Document all interactions accurately while maintaining confidentiality of sensitive information.</li><li>Maintain accurate documentation and reporting for internal controls and (external) audits.</li><li>Assure adherence to the environmental, occupational health and safety management systems requirements (ISO14001 and ISO 45001).</li><li>Assure adherence to the ISO13485 requirements and the ACIST Quality Management System (procedures and work instructions).</li></ul><p></p><p><b>Qualifications (Knowledge, Skills &amp; Abilities) </b></p><ul><li>Minimum 3 years of experience in customer service, order management or sales administration, preferably in an international healthcare or pharmaceuticals environment.</li><li>Excellent communication and problem-solving skills, within a collaborative team mindset.</li><li>Ability to accelerate both individually and as a team in a fast-paced environment.</li><li>Well organized way of working, with strong analytical skills and commitment to compliance.</li><li>Native or near native level of English, in both word and in writing. Knowledge of Dutch, French and/or German language is considered an asset but not required.</li><li>Proficient in Microsoft Office, especially Excel.</li><li>Proficient in CRM systems and call center software.</li><li>Familiarity with ERP systems (SAP, Oracle, Microsoft Dynamics).</li><li>Knowledge of the medical device or pharmaceutical industry and related regulations is an asset.</li></ul><p></p><p style="text-align:inherit"></p><p style="text-align:left"><span>If you meet the requirements of this opportunity and would like to join an international group working to improve patients&#39; lives, apply now!</span></p><p style="text-align:left"><span>At Bracco, we believe in the values of diversity and inclusion. We respect and celebrate the diversity of our people and their experiences, ensuring a fair opportunity for all.</span></p><p style="text-align:left"><b><i><span>We are #Bracco #JoinUs</span></i></b></p><p style="text-align:inherit"></p>