Customer Service Representative

The Customer Operations Representative manages, on behalf of the client(s), the portfolio of instruments agreed with the company. He/she is responsible for the planning of the interventions required on the contracted and sometimes non-contracted instruments, the organization and coordination of the interventions and must ensure the invoicing of the interventions outside the contract. The Customer Operations Representative operates on the customer's site(s), or remotely, in compliance with quality/safety objectives and deadlines in order to guarantee an optimal level of equipment operation and thus customer satisfaction.

Significant Activities

Based on the client's request, in compliance with contractual commitments and QHSE rules:

• Participate in the collection of the client's needs during the contract renewal cycle, for example
• Understand and process the client's service requests
• Collect supplier bids and place required orders Correct execution of the contract
• Plan preventive and/or curative maintenance
• Plan Instrument Validation Services
• welcome external service providers to the client's site and/or, remotely, coordinate the service provider's visit to the site
• Have services invoiced outside of contractual coverage
• systematically document each intervention in compliance with quality requirements and good business practices
• update the company database, and customer when applicable (agreed in the contract) provide the information necessary for the correct invoicing of services (WO closings, provision of OS quotes for example)
• Accompany the client on a daily basis in his activity by participating in follow-up meetings, by responding to requests by email/phone for example

Profile

• Experience in sales administration or procurement/logistics
• Experience with an ERP
• Level or Diploma Bac+2 to Bac+3 in administrative and commercial management and/or equivalent experience

Customer relations

Specific professional knowledge

• Procurement/Logistics
• Administrative and commercial management
• Use of an ERP
• Professional English (reading, writing and speaking)
• Intermediate level on MS Office Suite – Excel imperatively