(fulltime) Leiden, 1 September 2021

We are looking for an enthusiastic, Customer Service Officer who can take ownership and responsibility to provide excellent customer service to our customers worldwide.

CAM Bioceramics B.V. is the global number one manufacturer of choice for our partners who are looking for the highest quality and best service in the field of Orthobiologic Ceramics. We are working with the leading companies in the medical & dental (device) industries, start-ups with compelling business ideas and engaged universities. We co-op with our customers in the United States, Europe, Asia and in Emerging Markets. We will continue to seek and deploy technological and engineering advancements. The environment at CAM is innovative, energetic, and full of opportunity. Our company thrives on a diverse workforce. Due to growth in our company, we are looking for a Customer Service Officer

As a Customer Service (CS) Officer within a fast-growing contract development and manufacturing organization you will be responsible for providing excellent customer service to our customers and promotes this idea throughout the organization. The goal is to keep the department and the organization running in an efficient and profitable manner, to increase customer satisfaction, retention and to meet and exceed their expectations. The CS Officer provides product/services, information and prevents any emerging problems that our customers might face. The target is to ensure excellent customer services, by responding timely and efficiently to customer inquiries and therefore maintain high customer satisfaction. The CS Officer provides sales support within the organization related to customer.

Main responsibilities:

• Own the entire Order to Cash procedure as defined in the QMS.
• Facilitating the Quotation Process and Monitoring Contract Compliance.
• Providing input to the production planning according to our production management planning tool.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Co-Develop service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Maintain an orderly work according to set priorities.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Timely provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/customer service team targets.
• Handle customer feedback provide appropriate solutions and alternatives to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents (CRM).
• Follow communication procedures, guidelines, and policies.
• Managing incoming calls and customer service inquiries.
• Generating sales leads that develop into new customers.
• Identifying and assessing customers’ needs to achieve customer satisfaction.
• Maintain the effectiveness of the position related processes of the QMS.
• Perform outbound logistical tasks to meet shipment date.

Our ideal candidate has:

• Customer service attitude, passionate to provide customers satisfaction.
• A bachelor’s degree in economics or Business administration or comparable level through experience.
• At least 3 years relevant (international) experience within customer service preferably in a related field (medical devices, pharmacy).
• You are highly motivated, quality driven and a team player.
• You acknowledge and assume responsibility, demonstrate ownership, keep commitments, and have a positive attitude in a changing environment.
• Good knowledge of Dutch and English (verbal and written)
• Comfortable making decisions within assigned authority, comfortable to escalate when needed.
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to be resourceful and proactive when issues arise.
• Proficient in Microsoft office
• Familiarity with CRM systems and practices
• Experience with Exact software is a plus.
• Excellent organizational skills.
• Multitasking and time-management skills, with the ability to prioritize tasks.
• Experience in an ISO 13485 and/or GMP environment is a plus.

Interested?
If you think CAM Bioceramics B.V. may be a great fit for the next step in your career, Please send us your motivational letter and resume via careers@cambioceramics.com with reference CS2021 before 15-08-2021. If you need more information about this position please contact our HR department via hr@cambioceramics.com or +31 71 524 0600.