Job Title: Operational Sales and Service Representative
JOB OBJECTIVES:

• Manage orders & provide support for EMEA clients in German Speaker Countries
• Manage onboarding of new Business Partners or new contacts for the Existing Partners
• Maintain all order and customer information files
• Offer general business support
• Provide customer service support and product related support
• Project management
• Receives claims and ensure an timely and effective resolutions
• Prepare generates and distributes regular reports to appropriate stakeholders
• Coordinates and follow up of all requests for documentation/certificates with the relevant teams.
• Support commercial and technical teams with the required inputs
• Maintain collaborative relationships
• Adhere to budget planning

I. MAIN DUTIES AND RESPONSIBILITIES:
1. TASKS AND RESPONSIBILITIES:

A) Job Duties:
Order Management and Customer Service

• Acts as the first point of contact for customers
• Manages customer relationships via email and phone.
• Handles administrative/operational inquiries from authorized reps (dealers) and dentists.
• Processes dealer orders (order entry, product availability confirmation, order confirmation, pricing letters, promotions).
• Records all orders documentation in Filecare/Siebel.
• Handles urgent requests and keeps all relevant parties informed.
• Monitors open/unshipped orders and keeps case records updated.
• Meets internal department objectives.
• Coordinates with Credit and Logistics teams on invoicing, deliveries, complaints, claims and returns.
• Collaborates with DSE and DSM teams to share customer concerns and procedures.
• Answers inquiries about order status, delivery times, pricing discrepancies, and credit status.
• Prioritizes daily activities based on complexity and turnaround time (TAT).
• Handles customer orders and inquiries accurately and promptly.
• Builds strong relationships with colleagues and strategic EMEA clients.
• Logs in/out of Purecloud phone system at shift start/end.
• Calculates warranties/loyalty pricing, advises on repairs/exchanges/upgrades.
• Processes technical reports and invoices for DSE interventions.
• Attends product training.

Support in Marketing, Sales, Logistics, Systems, and General Business

• Provides daily organizational support.
• Communicates pricing, monitors dealer discounts, implements dealer performance programs.
• Translates marketing/sales documents; assists international colleagues.
• Supports promotion implementation.
• Orders advertising materials, communicates promo material availability.
• Ensures compliance with legal regulations.
• Attends exhibitions/business meetings abroad - if requested.

Project Management

• Understands all existing processes in detail.
• Leads/supports projects to improve processes and operational flexibility.
• Participates in project teams.
• Identifies and applies process improvement (BPI) techniques.
• Participates in internal/external audits upon Quality Manager's request.

Collaboration and Networking

• Builds professional relationships with colleagues, clients, and opinion leaders
• Offers exclusive services to strategic EMEA clients (Premium dealers).

Annual Operating Plan (AOP)

• Implements strategies from Regional Sales and Services Directors and Marketing Managers to achieve/exceed annual targets through key client engagement and strategic support.

B) Responsibilities by Area:
a) Interpersonal Relations / Communication

• Ensures proper communication with internal/external clients and management.
• Maintains politeness with colleagues and clients.
• Provides accurate and timely information.

b) Role Objectives:
1. Client Operational Support

• Manages client relationships and provides daily operational support.
• Acts as single contact point for clients
• Processes orders and inquiries with high accuracy and timeliness.
• Coordinates all order-related tasks and urgent requests.
• Suggests process improvements.

2. Transaction Processing Activities

• Manages all customer orders and communicates results.
• Ensures service levels (SLAs) are met.
• Analyzes data accuracy, identifies recurring issues, and suggests corrective actions.

3. Backlog Order Management

• Tracks all open orders and pending cases.
• Keeps stakeholders informed.

4. Escalations

• Manages client escalations per SLA under supervision of Team Manager/SME/Cluster Coordinator.

5. Control & Quality

• Contributes to achieving KPIs (processing time, accuracy).

6. Process Improvement Activities

• Proposes process improvement ideas.

7. Projects and Specific Activities

• Prepares daily/weekly activity reports.
• Performs operational tasks for WEST Cluster (colleague backup, country coverage).

c) Occupational Health and Safety

• Complies with health, safety, and fire protection standards.

d) Policies / Work Procedures

• Adheres to company policies (working hours, punctual reporting).
• Follows Internal Regulations and global policies (travel, expenses, GDPR, confidentiality, ethics).
• Meets reporting deadlines.
• Maintains data confidentiality.

2. PERFORMANCE INDICATORS:
Defined annually in the Objectives Plan, discussed and reviewed with the manager:

• Collective Cluster/Region abandonment rate
• Collective Cluster/Region response time
• Individual TAT and on-time delivery
• Returns due to SSR error
• SAP error rate (order inaccuracy)
• Number of escalations and internal deadlines (CAPA)
• Adherence to work schedule
• Additional tasks
• Improvement ideas

III. JOB REQUIREMENTS:
1. Education Level:

• University graduates in economics, foreign languages, or technical studies.

2. Required Qualifications:

• Professional background in customer service, international relations, order management, supply chain, logistics.
• Previous experience with international import/export and incoterms knowledge preferred
• PC skills: MS Office, Siebel, SAP.
• Native or Fluent in German (C1) and English (C1)

3. Skills and Competencies:
Competencies:

• Understanding of radiology/digital technical products.
• Experience with MS Office, Siebel, SAP, Outlook, Access, databases.
• Understanding and practical experience with UE commercial legislation
• Attention to detail, telesales skills, interpersonal communication.
• Experience with remote work and digital communication tools.
• Adaptability to change, new sales/processes/tech learning.

Aptitudes:

• Excellent communication skills (good listening, strong verbal and written communication).
• Able to prioritize urgent tasks.
• Teamwork, planning, collaboration.
• Customer focus and strong service mind-set.
• Positive attitude, multicultural communication.
• Excellent phone manners, professional conduct during client interactions/events.
• Analytical skills.
• Problem solving with focus on outcome.
• Shows initiative and proactiveness; takes responsibility.
• Process-oriented, persistent.

4. Professional Experience:

• Minimum 2 years of prior work experience (order management)
• Experience in customer relations, supply chain, and logistics departments.
• Previous experience with international import/export and incoterms knowledge preferred

Other Details