Customer Service Analyst

COMPANY OVERVIEW

BVI® is a diversified global ophthalmic device company with a mission to deliver high-quality solutions and innovation for advancing eye surgery and improving patients’ vision. With nine decades of developing leading products and solutions, BVI partners with ophthalmic surgeons to improve the vision of millions of patients across the globe. Our organization supports surgical teams in more than 90 countries worldwide, either directly or through our network of trusted distributors.

We Are Looking for Someone who Demonstrates:

• Intense collaboration
• Passionate customer focus
• Thoughtful, fast, disciplined execution
• Tenacious commitment to continuous improvement

Here Is a Glimpse of What You'll Do

• Responsible for routine order processing and serving as day-to-day customer interface
• Appropriately utilize system applications and resources to accurately and effectively in providing a comprehensive and high-quality services for all customer needs
• Handle enquiries, and resolve customer problems and complaints with care and efficiency and ensure one call resolution
• Maintain customer service standards during high-pressure situations such as increased call volume, fewer resources or challenging customers
• Interpret customer needs, recognize symptoms, causes and solutions.
• Identify situations in which the customer requires further explanation or training and effectively provide a solution for the customer as needed
• Demonstrate clear speaking and writing skills in English
• Manual order entry into production planning system.
• Process customer order changes by entering customer requests into planning systems.
• Communicates order status to customer including initial committed ship dates (CSD’s) and follow up on interim order changes.
• Release authorizations to shipping department to deliver product.
• Validates order configurations for manufacturability per customer's product rule sets.
• Validates material and capacity availability based on products ordered and in accordance with customer s requested ship dates.
• Resolve low level scheduling conflicts such capacity availability issues.
• Coordination and communication of order expedite requests to production control- may include preliminary determination of material and capacity availability, lead-time restrictions, and modification of schedules within limited parameters.
• Runs routine reports in support of customer information requests and internal reporting requirements.
• Responsible for making sure work orders are released to manufacturing and authorizations for shipping are released in time to meet established goals for lead time, response time and committed ship dates.
• Provide support to quality function in resolution of customer incidents.

Here Is Some of What You'll Need (required)

• Requires 1 year of related experience
• Advanced English
• University Degree