EMEA Senior Customer Service Coordinator

Job description

JOB DESCRIPTION:

PRIMARY OBJECTIVE OF POSITION

·  Responsible for providing, overseeing & executing the highest level of customer service to our end-customers and distributors.
·  Oversees all EMEA Capital Equipment related order processes.
·  Coordinate with all internal & external stakeholders linked to front-to-end order process to promote accurate and timely processing of orders for customers.
·  Determine, design & implement procedural continuous improvement ideas.
·  Pro-actively create & improve reporting for, and engage with, senior management & other stakeholders.

Responsibilities

·  Be the link between Supply Chain & Commercial/ customers, in terms of communication, coordination, reporting and improving processes.
·  Act as a single point of contact for transport, orders, returns, complaints, stock allocation, supply chain information & planning tasks, primarily related to Capital Equipment portfolio.
·  Use superior customer-oriented skills to positively impact customers & external stakeholders.
·  Investigate, troubleshoot and resolves reported issues in a timely and efficient manner.
·  Engage with (senior) management on all required topics & reporting needs.
·  Provide customers and stakeholders with adequate and timely information on order status, shipment status and invoicing.
·  Create and maintain an open line of communication with all CapEq sales leaders regarding customers’ activities.
·  Support business & management by pro-actively creating reports in an efficient manner.
·  Work closely with field service engineers and Capital Equipment Service Coordinators for parts related challenges. 
·  Manage and monitor the performance of entire fleet, routing and scheduling planning.
·  Create Service-Related Purchase Orders for parts.
·  Support AVN CS in all non-Capital Equipment related matters where needed and upon availability.

 Profile

·  Minimum College degree in related fields (management studies, logistics, economics, engineering etc.)
·  Creative Team Player with Can Do attitude, excited with new challenges.
·  Able to adapt in multinational environment with diverse cultures.
·  Able to work in a culture of transparency, accountability & giving/receiving feedback.
·  Able to manage change on a Six Sigma Yellow belt level or equivalent
·  Excellent verbal and written communication skills at least in English.
·  Ability to manage all aspects of customer service, customer satisfaction and contractual commitments.
·  Ability to focus on costs-effective, quality and productivity improvements
·  Experience managing office related activities and strong multitasking skills
·  Experience on Service Max and SAP platforms is appreciated. Proficiency in Microsoft Office programs.
·  Previous experience in logistics management or coordination is appreciated.

     

The base pay for this position is
N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Support Services

     

DIVISION:

AVD Vascular

        

LOCATION:

Netherlands > Heerlen : Argonstraat 1

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable