Customer Service Representative Distributors

About HOYA Surgical Optics (HSO)

HOYA Surgical Optics (HSO) is the globally leading Preloaded Intraocular Lens (IOL) focused company that provides technologies and solutions that exceed expectations, enabling ophthalmic surgeons to focus on restoring sight. We are dedicated to improving the vision and quality of life for millions of people suffering from cataract, and helping them celebrate life visually.

HSO empowers cataract surgeons all over the world with innovative ophthalmic devices and services, with an attention to detail that helps them achieve better surgical outcomes and better practice results. Our commitment to delivering these results is grounded upon a quality management system that is continuously improving to meet changing global regulatory requirements and our entrepreneurial drive to be the brand of first choice.

At HSO, People is the key factor to our success. We aim to create a conducive work environment for our employees around the globe, and to promote an inclusive culture based on our core values – Excellence, Passion, Innovative, Collaboration, and Accountability.

HSO way of working

In fulfilling our roles, we are

• Accountable for our own capabilities and development,
• Focused on delivering results without excuses, and
• Alive to the sensitivities, risk, and impact we have on others and work in a way that helps others do their work effectively.

We are looking for people who

• See beyond themselves and are impact-focused,
• Consider the needs, challenges, and objectives of every person with whom they interact, and
• Exhibit positive reinforcement to help others succeed.

About the role

Works closely with and have impact on:

Customers, sales, logistics, supply chain, quality, purchasing, accounting, regulatory, freight forwarders, export offices

Reports to: Customer Service Team Lead Distributors

Function: Customer Service

Work Location/Site: Frankfurt, Germany

Role Overview

In this varied and interesting role, the Customer Service Representative is responsible for the order management for our distributor partners in the EMEA region and to providing them with first level support as a first contact point

Duties and Responsibilities

Order management

• Process and follow-up incoming Global Distribution Sales (GDS) orders and consumption notifications accurately and in a timely manner

•  Cooperate closely with the cross functional departments Procurement, Supply Chain, Logistics, Quality, Compliance to ensure reliable order fulfilment.

• Process all necessary export and shipment related documents

• Create and proceed with all necessary shipment related documents

• Coordinate shipment to customers – Liaise with the warehouse/ supplier/ carrier if necessary

•  Coordinate “drop shipments” with 3rd party suppliers.

Administrative tasks

• Follow up sales price clarifications in case of changes using existing approval workflows,

• Writing of daily or monthly invoices and credit/debit notes

• Maintain customer data including comprehensive logistics/shipping work instructions 

• Follow up consignment stock replenishments and support the sales colleagues in handling the regular stock checks

• Handling and support of complaints and registrations

Requirements

Experience

• Experience in dealing with international customers and sales partners
• Curiosity and affinity with technical and business matters,
• Strong verbal and written communication skills,
• Excellent administrative & IT skills (ERP, Microsoft package)– Microsoft Dynamic 365 is a plus

Skills/Accreditations

• a minimum experience of 5 years in an international B to B customer service team in the industrial or medical sector,

• a proven track records of providing an excellent customer service,

• demonstrated ability to deliver positive results in customer service.

•  a solid knowledge in order-to-cash and export processing

• fluency in English is mandatory for the role, German and any other European language will be a plus

Academic Qualifications

• Commercial education or comparable 
• A solid knowledge in export processing

Travel requirements

• 5%