Changing lives. Building Careers. Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what's possible and making headway to help improve outcomes. As a **Customer Service Representative** , you will play a vital role in ensuring a seamless customer experience across Europe, the Middle East, and Africa. You will be responsible for processing orders, addressing inquiries, and resolving complaints efficiently and professionally. This position requires exceptional communication skills, strong problem-solving abilities, and a passion for delivering world-class service. **Your Responsibilities** + **Order Management:** Accurately process and acknowledge customer orders received via phone, email, fax, or other channels. + **Customer Inquiries:** Address and resolve inquiries regarding order status, inventory availability, product information, pricing, invoices, and delivery timelines. + **Problem-Solving:** Identify customer needs and resolve basic to moderately complex issues using available resources. Escalate when necessary. + **Product Knowledge:** Maintain up-to-date knowledge of catalog offerings to provide accurate product information. + **Complaint Resolution:** Handle customer complaints, document issues within required timelines, and arrange product returns or credit notes where needed. + **Backorder Management:** Proactively communicate product availability and manage backorders, keeping customers informed of availability dates. + **Administrative Tasks:** Create and distribute daily sales invoices. + Process requests for catalogs, price sheets, and invoice copies. + Retrieve and process voice messages promptly. + Handle product evaluation and travel set requests. + **Sales Support:** Assist the sales team with pricing, quotes, service contracts, product samples, customer calls, and account creation. + **Collaboration:** Work with internal departments (e.g., Finance, Supply Chain) to resolve customer inquiries and improve service levels. + **Reporting:** Ensure timely completion of daily, weekly, and monthly reports per business requirements. + **Continuous Improvement:** Actively participate in projects to enhance service delivery and provide feedback to supervisors. + **Flexibility:** Work during Irish public and bank holidays as required, in compliance with local laws. **Essential Qualifications:** + High school diploma or Associate's Degree or higher. + Fluency in English and Spanish (verbal and written). **Experience:** + 1-3 years of experience in customer service, preferably in a shipping/export/logistics **Skills and Competencies:** + Additional language fluency in Arabic would be fantastic + Strong verbal and written communication skills; ability to communicate effectively with diverse customers and internal teams. + Customer-focused mindset with a passion for delivering outstanding service. + Excellent problem-solving, critical thinking, and analytical skills. + Ability to work under pressure, manage priorities, and meet deadlines. + High attention to detail and organizational skills. + Positive attitude with a commitment to fostering a collaborative and inclusive team environment. + Familiarity with Order-to-Cash processes and systems such as Oracle or Salesforce is an advantage. + Proficiency in using computers and general office equipment (e.g., telephone, fax, copier). + Experience with CRM tools and ERP systems is preferred.