Customer Support

• Provide support to the European Wholesale Customer Service team in managing the customer portfolio
• Monitor order processes from insertion through delivery
• Ensure efficient and satisfactory order fulfillment while respecting guidelines and deadlines
• Handle reports regarding product or delivery quality by interfacing with logistics or production
• Manage returns and customer credit notes, coordinating with management control
• Interface with Finance regarding credit management and billing activities
• Maintain continuous communication with customers, sales, and other business functions
• Address customer and colleague requests, questions, and reported issues promptly
• Collaborate with credit control, logistics, management control, sales, and other company departments

Customer Service Specialist

• Gestione dei clienti acquisiti
• Coordinamento di un team di specialisti Customer Care su gestione dei casi, disdette e retention, e recupero crediti
• Garantire il rispetto degli SLA
• Tutela della base clienti
• Garantire la regolarità dei flussi di incasso
• Gestione operativa diretta delle escalation e dei clienti a maggiore valore

Customer Care Team Leader

• Install radiotherapy and radiosurgery systems for customers in the region, Spain, partly Portugal and other European countries
• Provide after-sales service for radiotherapy and radiosurgery systems, including diagnosis, service, maintenance and repairs
• Act as the technical Brainlab representative to customers by communicating efficiently, understanding problems and responding appropriately
• Conduct routine calibrations and preventive maintenance services
• Familiarize customers, such as physicist teams, with Brainlab products
• Provide full service satisfaction to clients

Support Specialist – Radiotherapy

• Respond to client enquiries via phone, email, and live chat in a timely and professional manner
• Troubleshoot platform issues and escalate to technical teams where necessary
• Guide new users through the Bryq platform and help them get set up
• Log and track client interactions accurately in the CRM system
• Identify common issues and share feedback with the product team to improve the client experience
• Meet individual and team service level targets for response time and resolution quality
• Support onboarding of new client accounts alongside the Customer Success team

Customer Service Representative

• Respond to customer inquiries by processing orders accurately, efficiently, and with a customer-centric approach
• Use SAP and company processes to enter sales orders, Conto Visione orders, and consignment replacements
• Ensure inventory availability and configure customized customer defaults
• Process Returned Merchandise Authorizations (RMAs) according to company procedures
• Communicate transparently and promptly regarding RMAs
• Register, track, and follow up on customer complaints
• Build and maintain strong customer relationships through excellent service and proactive support
• Communicate and collaborate with internal departments to gather information and provide customer service
• Manage the Travel Stock program in compliance with the Quality System
• Coordinate the Travel Stock program across teams
• Maintain and update customer databases to support data integrity and process efficiency

Customer Service Representative – Maternity Cover

• Manage the Customer Service Team and key customers from the banking industry
• Assure the order and logistics process from client order specification through delivery to the Service Center
• Execute customer contracts and maximize customer satisfaction through effective contract delivery
• Supervise, motivate, delegate tasks, establish schedules, set objectives, monitor performance, organize improvement interventions, identify training needs, and develop staff
• Own a portfolio of customer relationships and coordinate customer-facing operational and service review meetings
• Manage order expectations, customer order status, and performance reports
• Communicate customer requirements across IDEMIA departments and follow up on progress
• Process change requests, artwork requests, complaints, and NCRs using internal systems
• Manage small projects and artwork developments using technical knowledge
• Ensure accurate and timely processing of order entries, invoice dispatch specifications, and commission data
• Maintain pipeline and forecast accuracy and provide sales teams and Business Directors with customer feedback and revenue opportunities
• Lead communication with manufacturing sites, escalate issues to the Business Director, and monitor orders
• Create, negotiate, own, and maintain Service Level Agreements
• Participate in strategic decisions concerning product acceptability, production non-conformances, and customer delivery planning

Customer Service Management

• Provide the highest level of service to customers by processing orders, quotes, and catalog-information requests
• Generate new and repeat business through customer service initiatives
• Accurately process customer orders, quotes, and returns
• Follow up with customers to ensure satisfaction and resolve concerns
• Provide information about availability of in-stock and out-of-stock items
• Provide cross-selling and up-selling opportunities and offer associated products and promotional items
• Research and expedite customer orders
• Monitor delivery dates and product quality; verify orders are processed correctly
• Confirm special handling orders are expedited
• Fill requests for catalogs, information, or samples
• Support local Customer Service teams and other teams when needed
• Perform other duties as assigned