Customer Support Representative

Job Description

Are you ready to make a difference in animal health and be part of an industry-leading team? Join us and help shape the future of animal health.

For our Animal Health location in Boxmeer (The Netherlands) we are currently recruiting a Customer Support Representative

Welcome to our team

At our Animal Health organization we are dedicated to developing and producing innovative veterinary medicines for livestock, companion animals, and aquatic species. Besides medicines we are also producing and developing business intelligence tools and identification products. With offices in 50 countries and product distribution in 140 countries, we are a global leader in the veterinary pharmaceutical industry.

Our Benelux team is responsible for order processing, demand planning, pricing, distribution, and customer services in the Benelux market. Our team makes sure the products get delivered to our customers, and invoiced.

About the role

As a Customer Support Representative- ID Identification, you are the frontline ambassador for our customers, ensuring a seamless order submission and follow-up experience. This role involves building and nurturing relationships with key stakeholders, coordinating with distributors, and taking ownership of the order process from receipt to invoicing as well as pricing. The representative will independently manage customer orders within the ERP system (Exact/SAP), collaborate with production and logistics to guarantee timely delivery, and leverage data analysis to drive strategic improvements in customer satisfaction and operational efficiency.

Key Responsibilities:

• Customer Point of Contact: Act as the primary liaison for customers, managing the order lifecycle and swiftly addressing inquiries or issues.
• Order Processing: Process and oversee customer orders from various channels (telephone, email, webshop), ensuring accuracy and compliance with company standards.
• Utilize ERP Systems: Employ ERP systems (Exact/SAP) to track orders and resolve bottlenecks, enhancing order progression through production and logistics.
• Performance Analysis: Analyze order trends and metrics to create reports, providing actionable recommendations for process improvements to management.
• Cross-Functional Collaboration: Work with Quality, Sales, and Logistics teams to resolve customer complaints and drive customer-centric initiatives.
• Process Improvement Initiatives: Identify opportunities for enhancements in customer service operations and lead projects to optimize performance and customer experience.

Your profile:

• Bachelor Degree
• Minimum 3-5 years experience in customer service or order management, with knowledge of ERP systems (Exact/SAP) and experience in leading cross-departmental initiatives preferred.

• Exceptional relationship management abilities to communicate effectively with customers, distributors, and internal teams.
• Proven analytical skills to translate data into actionable insights for operational improvements.
• Excellent independent decision-making skills while promoting collaboration across departments.
• Highly organized and detail-oriented, capable of managing multiple priorities in a fast-paced environment.
• Resilient and flexible in response to changing business models and technologies, committed to continuous improvement.
• Fluency in Dutch and English is required; proficiency in additional languages is advantageous.

What we offer

We welcome you to a truly global, dynamic and challenging environment with great opportunities for personal development. Our benefits are very competitive, and the summary below will give you an idea of what you can expect.

• Competitive salary and a 3% year-end bonus;
• 35,5 days of leave;
• Attractive collective health care insurance package with considerable reduction rates;
• Solid Pension Plan;
• Annual bonus plan based on own and company performance;
• Travel allowance;
• Numerous trainings, coaching and e-learning modules for long term job opportunities and personal development.

Animal Health

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them. We are a global team of professionals working together to make a positive difference in animal care and the world’s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet.

Through our commitment to The Science of Healthier Animals®, we offer veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary ph