Customer Service Associate - Dutch or French speaking

Customer Service Associate - Dutch or French speaking

Contract duration: 6 months

Pay: £16.50/hour

Location: Chester - 50/50 hybrid working

Responsibilities:

• Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP).
• Receive orders and enter them in SAP system after performing validations on order following defined business rules
• Inform customers in case of quality issues related to product, recalls, or put on hold situations
• Handle backorders and returns for customers: entering into system, obtaining approvals where necessary, informing customer of decisions, and clearing logs
• Monitor all open orders until completion and address exceptions
• Archive order and delivery documents
• Receive and answer customer contacts through phone, e-mail and fax and record in call tracking tool
• Route inquiries to related departments (within Capability Centre or in markets)
• Handle customer routine complaints and disputes; resolve disputes; route disputes to the proper channels
• Determine root causes and inform customers of outcomes
• Receive and resolve internal ad-hoc inquiries
• Liaise to BFS in-markets teams to understand order requirements for new product launches and special orders (e.g. clinical trials, free goods)
• Support internal and external audits

Requirements:

• Fluent in Dutch - speaks/writes/understands Dutch
• French speaking might be taken into account, depending on the skills that the person brings (i.e. SAP).
• SAP Experience