Customer Service Representative

What you'll do

Process customer orders in compliance with company policies and standard operating procedures, demonstrating excellent data entry skills to review and input data accurately and efficiently.

Monitor EDI and digital order processing, resolving any platform-related issues.

Ensure pricing updates in the ERP system are accurate and up-to-date.

Track orders through to delivery, addressing issues proactively to improve On-Time Delivery (OTD).

Manage customer complaints, working with the Quality Representative to perform root cause analysis and implement corrective actions.

Oversee timely invoice management and dispute resolution in collaboration with the Accounts Receivable team.

Process credit notes efficiently, meeting set KPIs.

Respond to order status inquiries and resolve customer issues with a strong commitment to customer satisfaction.

Collaborate with teams such as Demand Planning, Logistics, Finance, and Technical Service to maintain or enhance customer satisfaction.

Ensure compliance with local regulations, internal policies, quality procedures, and the Sarbanes-Oxley Act (SOX). Support audits when required.

Handle customer calls, providing a high level of service.

Participate in daily team meetings to drive improvements in key metrics and enhance customer satisfaction.

Utilize problem-solving techniques to identify root causes and implement countermeasures.

Manage correspondence, redirecting it to the appropriate departments or individuals as needed.

Provide backup support to team members as required.

About the company & team

Leading company in the medical technology sector is looking for an Order Management Specialist. The ideal candidate will manage customer orders, complaints, credit notes, invoice management, and dispute resolution. This position focuses on delivering an exceptional customer experience through effective communication, problem-solving, and a commitment to continuous improvement.

Requirements

High school degree (or equivalent experience) with 2-3 years of relevant experience in a fast-paced Order Management role.

Experience with ERP systems such as SAP and CRM systems like SFDC.

Proficiency in MS Office, with advanced knowledge of Excel preferred.

Fluency in Spanish, Portuguese, and English.

Location: Must be based in Barcelona

Contract: 6-month temporary contract.