Customer Service Representative (French speaking)

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: Supply Chain Management, Commercial, Finance, Quality Assurance, Regulatory Affairs, Purchasing, Freight Forwarders, Logistics

Reports to: Team Lead Customer Service France

Function: Supply Chain Management

Work Location/Site: Frankfurt am Main

Role Overview

In this varied and interesting role, the Customer Service Representative is responsible for the order management for French customers and for providing first level support as a first contact point.

Duties and Responsibilities

Order Management

• Process and follow-up incoming sales orders accurately and in a timely manner Process and follow-up incoming sales orders and consumption notifications from consignment stocks accurately and in a timely manner
• Cooperate closely with the cross functional departments Procurement, Supply Chain, Logistics, Quality, Compliance to ensure reliable order fulfilment.
• Create and proceed with all necessary shipment related documents
• Coordinate shipment to customers – Liaise with the warehouse/ carrier if necessary

Administrative Tasks

• Follow up Sales price clarifications in case of changes using existing approval workflows,
• Writing of daily, weekly and monthly invoices and credit/debit notes
• Maintain customer data including comprehensive logistics/shipping work instructions 
• Follow up with consignment stock replenishments and support the sales colleagues in handling the regular stock checks
• Handling and support of complaints and registrations

Stakeholder Management

• Establish and maintain strong relationships with key stakeholders from various departments
• Provide regular project updates, status reports, and presentations to stakeholders
• Ensure stakeholders are informed of project progress, risks, and issues.

Requirements

Experience

• Experience in dealing with cross functional peers 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 Dynamics 365 is a plus

Skills/Accreditations

• French on a first language level is mandatory, advanced German and English language knowledge is required
• Organisational talent
• Time management
• Entrepreneurial thinking
• Ability to work under pressure
• Proactivity
• High Standard of work delivery
• Self-awareness and good work ethics
• Strong communication and interpersonal as well as intercutural skills
• High customer focus

Academic Qualifications

• Commercial education or comparable
• 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 processing

Travel requirements

• <10%