Customer Service Administrator

Mission

As a Customer Service Administrator, you are entrusted with ensuring the seamless processing and delivery of both internal and external customer orders. Your role is pivotal in delivering an exceptional customer experience through operational excellence, proactive communication, and a solutions-oriented mindset.

Challenges we trust you with

Order Management & ERP Utilization

• Utilize the internal ERP and CRM systems, Business Express and Zendesk, to monitor and manage customer orders and shipments.

• Maintain strong phone communication skills to effectively coordinate with technicians, calibration teams, and shipping departments.

• Ensure fast, accurate, and error-free order booking—zero-defect service is the standard.

• Prepare quotations as needed, ensuring timeliness and precision.

• Analyze order feasibility based on logistics constraints, inventory levels, and service level agreements.

• Proactively track and follow up on delivery statuses to ensure on-time fulfillment.

Customer Interaction & Support

• Manage day-to-day customer service activities, including order intake, technical requests, and follow-ups.

• Handle incident resolution, inquiries, and complaints with professionalism and urgency.

• Serve as a key liaison between customers and internal departments to ensure expectations are met or exceeded.

• Respond to all customer requests promptly, ensuring clarity, empathy, and efficiency.

Cross-Functional Collaboration

• Foster effective communication with internal teams such as Purchasing, Planning, Transport, Warehouse.

• Analyze customer-impacting issues and implement timely, creative solutions.

• Act as a facilitator to streamline processes and resolve cross-departmental challenges.

• Prioritize tasks dynamically, especially when faced with unexpected situations, to minimize customer disruption.

• Maintain performance and composure under pressure, ensuring continuity of service.

Import/Export Compliance

• Prepare and manage documentation related to import/export regulations (e.g., proforma invoices, packing lists, broker requirements).

• Collaborate with the Customs Program Manager to ensure regulatory compliance.

• Maintain strong relationships with international brokers to support smooth and efficient global logistics.

Core Competencies

• Exceptional customer service and interpersonal skills.

• Strong multitasking and time management abilities.

• Highly organized with a keen attention to detail.

• Proactive, resourceful, and solution-oriented—especially in ambiguous or evolving situations.

• Collaborative team player who thrives in a fast-paced, cross-functional environment.

• Comfortable navigating uncertainty with curiosity, resilience, and creative thinking.

What we value

You have:

• A high school diploma (required), Associates degree in Business Administration, Customer Service Management, or Supply Chain Management preferred.

• Proven experience in logistics, including order management/processing.

• Strong communication skills, both written and verbal. 

• Proficiency in Microsoft Office Suite; SAP experience is highly desirable.

• A track record of success in customer-facing roles. 

And you also are:

• Adaptable and composed in the face of change.

• Driven by a desire to continuously improve processes and outcomes.

• Curious and open-minded, always seeking better ways to serve customers.

• A dependable team contributor who takes initiative and ownership.

• Willing to occasionally travel to participate in key training initiatives.

Compensation and Benefits

The approximate annual base salary range for this position is provided below. Within this range, individual compensation is influenced by various factors such as location, job-specific skills, work experience, and relevant education or training. This role may also qualify for discretionary bonuses, profit sharing, commissions, and benefits.

Approximate Range

$69,700 - $94,100 USD

IBA is committed to recognizing your dedication and contributions to our company's success while upholding the standards of a B Corp and living by our values. As a result, we provide benefit plans that not only reward your hard work but also offer you and your family comprehensive and affordable financial, health, and wellness protection. We are confident that you will find our benefit offerings to be of great value for both you and your dependents.

Foundational Benefits paid for 100% by IBA:
Basic Life insurance (1x annual pay)
Accidental Death & Dismemberment Insurance (1x annual pay)
Short Term Disability (80% of pay)
Long Term Disability (60% of pay)
Medical Insurance premium subsidy for each of the 3 available options
Wellness Program cash incentives (up to $500/year)
Annual contribution to Health Savings or Health Reimbursement Accounts
Dental Insurance premium subsidy
Vision Insurance premium subsidy
4% 401(k) Plan match
Profit Sharing Plan
10 weeks 100% paid Parental Leave (Mothers and Fathers)
7 personal days annually
10 days of PTO in first year
Emergency Travel Services
Employee Assistance Plan
Tuition Reimbursement Program
Professional growth education programs
Above and Beyond Reward Program
Job referral rewards

Additional benefits available:
Voluntary Life Insurance
Voluntary Spousal Life Insurance
Pre-paid Legal Services
Health Savings Account
Health Care Flexible Spending Account
Dependent Care Flexible Spending Account

Life at IBA

IBA is a listed company, headquartered in Belgium, and employs 1800 people across the globe mobilizing their skills and passion to Protect, Enhance and Save lives. We develop, manufactures and supports innovative equipment and software solutions for diagnostic, cancer treatment, and industrial applications.   

Innovating for life since more than 30 years, IBA has open new ways to diagnose and fight cancer and become the worldwide technology leader in the field of Proton Therapy, which is today the most advanced technologies treatment against cancer.  Our core particle accelerators knowledge is unparalleled, with 100,000 patients treated on our proton therapy solutions and over 550 accelerators in operation globally.  

One Mission, 4 Business Lines  

IBA ‘s world class expertise lies in the development of:  

• Next generation Proton Therapy technologies   
• Radiopharmaceuticals providing oncology care providers with premium quality services and equipment 
• Dosimetry advanced solutions for Quality Assurance of medical equipment and increased patient safety
• Particle accelerators for the Industrial and medical world.  

Our 4 business lines are employing more than 1,500 passionate professionals worldwide dedicated to our Mission:  Protect, Enhance and Save lives.  

Join us  

At IBA we dare to develop innovative solutions pushing back the limits of technology. We achieved worldwide recognition in our field by supplying the world's top oncologists with the most precise, cancer-defeating, technologies.  

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