Customer Service Employee O2C

Order Management

• Process and monitor customer orders in the Order to Cash process.
• Execute order intake, order entry, order follow-up and order status checks.
• Follow customer-specific SOPs, work instructions and agreed process flows.
• Identify order issues, missing information or process deviations and escalate where needed.

Customer Contact

• Act as operational contact for customers, end customers and internal stakeholders.
• Handle customer questions professionally, accurately and service-oriented.
• Provide timely follow-up on order status, delivery questions and process updates.
• Build reliable working relationships with customers and colleagues.

Information Provision

• Provide accurate information about orders, deliveries, invoices and operational progress.
• Share relevant updates with customers, internal departments and team members.
• Ensure information is complete, correct and traceable.
• Signal recurring questions, process gaps and improvement opportunities.

Account Support

• Support dedicated customer accounts in daily operational execution.
• Assist the Team Lead, Senior CS colleagues and BU Manager with customer follow-up.
• Support onboarding activities for new customers and changes in existing customer processes.
• Help maintain customer-specific work instructions and operational documentation.

3PL / Supply Chain Operations Support

• Support logistics and supply chain activities related to inbound, outbound, stock, returns and delivery follow-up.
• Coordinate operational questions with warehouse, transport, inventory control and other logistics stakeholders.
• Monitor logistics exceptions, shipment issues, stock-related questions and customer-specific operational requests.
• Support traceable communication between customer service, warehouse operations, transport and the customer.
• Contribute to reliable 3PL service execution, operational visibility and end-to-end customer satisfaction.

Administration, Billing & Reporting

• Perform accurate administrative processing in relevant systems.
• Support monthly billing activities by collecting, checking and preparing operational input.
• Support invoice preparation and invoice control with Finance, Business Control and the CS Team Lead.
• Check whether additional services, hours, recurring fees and agreed activities are captured for billing.
• Support preparation of Monthly Business Reviews and Quarterly Business Reviews.
• Prepare KPI data, performance input, open actions, complaints and improvement items.
• Maintain reporting input in a structured, accurate and traceable way.

Transport Coordination

• Coordinate transport-related questions with internal transport management and logistics partners.
• Follow up on shipment status, delivery issues and transport exceptions.
• Escalate delivery risks, delays or unclear transport situations in time.
• Contribute to reliable delivery performance and customer communication.

• Support scalable growth within healthcare and medical device customers through integrated O2C and 3PL service execution.
• Work according to SOPs, work instructions, quality requirements and customer-specific agreements.
• Contribute to Service Excellence and Operational Excellence by identifying errors, waste and improvement opportunities.
• Support digitalization and automation initiatives through accurate system use, data quality and structured feedback.
• Cooperate closely with Customer Service, Warehouse, Transport, Inventory Control, Finance, IT, Quality & Compliance and Business Development.
• Support cross-training, knowledge sharing and team flexibility to reduce single points of failure.
• Combine customer service ownership with practical logistics and supply chain follow-up.
• Support end-to-end visibility from customer order to warehouse execution, delivery, invoicing and review reporting.