​The individual is an integral part of the EMEA Customer Service team and in addition to supporting typical Customer Service responsibilities, is also responsible for managing business analytics and reporting activities, management of key Order-To-Cash activities, including (but not limited to) inventory and forecast monitoring and reconciliation activities.

Responsibilities:

Business analytics and reporting:

Data analytics and process optimization and support for end to end customer service activities and processes for the EMEA region

Customer Service dashboard implementation and support Customer Service Manager on report creation and reviews

Coordinate 3PL and other external party reporting processes and tools

Support data integration processes between commercial, finance, information technology, service and technical teams into a consolidated customer master and data warehouse.

Master data management and quality control in the ERP environment and related databases to ensure data integrity and synchronization with external partners

First-line troubleshooting for Customer Service representatives

Ensure ERP modules (ex. CRM, BI) are used appropriately and correctly.

Liaise with Systems administrators

Inventory and forecast monitoring and management:

Inventory monitoring: Monitor product stock levels to maintain sufficient stock and work towards optimization of stock levels

Manage product demand forecast to ensure product availability for delivery

Product availability tracking and allocation processes: ensure ERP system is up-to-date with product real time inventory

Inbound shipments monitoring

Product returns and destruction

3PL and Managed Access Program vendors Year-end reconciliations

Order reversal processing

Manage complete Order-To-Cash processes (including Order input, shipping, invoicing, customer queries) for export and non-export sales orders and/or different product lines as identified by Customer Service Manager

Invoicing for Sales orders, Spare parts, Service billing, product return credits

Key Liaison between Customer Service EMEA and Internal and external stakeholders such as supply chain, Distribution Operations, Technical Services, Clinical Services, regional 3PL, Sales team and finance teams.

Project management for customer service related initiatives as needed

Additonal duties as required