Customer Service Stock Administrator

Mission

As Customer Service Stock Administrator is in charge of the processing, the coordination and delivery of customer orders for the Proton Therapy Centers under Service Level Agreement to ensure a near perfect day to day customer experience.

Your responsability is also in charge of maintaining the stock levels of spare parts and you are responsible to ensure than the stocks in our ERP (Enterprise Resource Planning) as well as in our user interface, reflect the reality of the physical stocks.

Challenges we trust you with

Handle day to day customer service: receptions of orders and the technical requests, follow up of the ongoing orders

• Fast and correct order booking: zero-defect customer service as a rule 
• Follow up the orders (from the manufacturing/purchasing process until the on-site delivery)
• All customer requests are answered or dispatched within the shortest response time 
• Analyze the requests and the feasibility according to the various logistics constraints, stock levels, service level agreements
• Follow up delivery status and deliveries on time, continuous monitoring of the performance of our 3PL partner and their forwarders
   

Communicate with customers: incident management, customer inquiries handling, complaint management

• Proactively resolved service incidents 
• Ensure a proactive communication towards the customers sites
• Ensure the best service to meet the customer expectations/ SLA requirements (Service-Level Agreement) 
   

Be the interface contact with related departments

• Efficient communication & relationships with related departments (Purchasing, Planning, Transport, Warehouse, 3PL partners) 

Work in close contact with Customer Service Stock Associate team on various topics such as stock management, improvements, projects, 3PL performance follow-up

• Efficient communication and collaboration with CS (Customer Service) Stock Associate team
   

Analyze issues with impact on customers and implement appropriate solutions; act as facilitator

• Reported problems and implemented solutions are documented 
• Able to set and adapt priorities when unexpected situations occur in order to minimize the impact on the customers
• Efficient work is done, even under pressure
   

Participate to KPI definition, respect and communicate them

• Activities reported to your manager/business lines leaders (formal through KPI + informal) on regular basis and with the required level of details and accuracy 
• The management has the proper reporting to make decisions and follow activities 
   

Manage and update databases

• Updated, correct and reliable database; no issues in customer database (Salesforce/ServiceMax) and recommended spare parts list

Prepare import/export regulatories specificities

• Management of specific documents related to import/export regulatories (proforma invoice, packing list, brokers requirements)
• Communicate & collaborate with the Customs Program Manager
• Maintain the relationship with international brokers to support the projects and ensure a smooth & efficient exportation/importation

What we value

You have:

• A strong experience in Customer Service (stock management, transport, customs,...)
• French and English (spoken and written) as main languages for the day-to-day operations
• Office tools (Excel, Outlook)
• SAP knowledge

And you also are:

• Team spirit and collaborative work is key for you but you are also able to work on your own
• Customer oriented
• Rigorous and professional awareness
• Stress resistant
• Organizational skills

The job will be located in Belgium (Louvain-La-Neuve). The organisation of the team involves a system of on-call (around 1 week each month).

Cherry on the cake

You have knowledge of Customs, 3PL Management and Salesforce.

Life at IBA

Diversity is fundamental to our culture. We value the uniqueness of individuals and the different perspectives and talents they bring to IBA. We learn from and respect the cultures in which we work, promote diversity within our workforce, and have an inclusive environment that helps each and every one of us to fully contribute to IBA’s success.

The identity of IBA is characterized by a group of colleagues driven by motivation, curiosity, creativity, the desire to learn on a daily basis, by technical challenges and above all by a highly developed team and family spirit that makes the daily life smoother and more enjoyable!

By joining a team of about 40 nationalities and working on more than 45 different sites on 3 continents, IBA offers you the opportunity of a meaningful career with a direct impact in the fight against cancer.

We are driven by: 

• Innovating in a cutting-edge technology environment
• Developing professional and personal skills by learning on the Job; by participating in challenging projects; top class courses 
• Evolving in a friendly culture environment based upon solid values (dare - share - care - be fair) 
• Acting autonomously and belonging to motivated teams with good work-life balance 
• Contributing to a company where sustainability, safety and well-being are key to our success

If you are passionate, cause-driven, you can make this quest yours by joining our dedicated colleagues and give your career a new meaning.