Customer Care Officer

**About EG**

EG is the largest pharmaceutical company in Belgium.

With an offering for just about every therapeutic area, we are the market leader in generic medicines and the biggest OTC company in Belgian pharmacies.

We still produce many of our medicines and food supplements in Belgium. We currently have 180 employees and continue to invest in:

- The development of generic medicines to keep qualitative healthcare affordable
- Scientifically proven food supplements and medical devices that you can buy without a prescription in your pharmacy
- The development of highly specialized medicines and biosimilars

Our culture is characterized by the strong commitment of our employees. Internally, we are called “MEP’s”**:M**otivation - **E**nergy - **P**assion are therefore qualities that we look for in every potential new employee to help strengthen our culture.

Do you have a strong MEP level? Are you entrepreneurial and would you like to work for the largest and fast-growing pharmaceutical company in Belgium? Then EG might be the perfect employer for you.

**About your role**

The EG Pharma Care Officer is the internal contact person for our customers: wholesalers, cooperatives, hospitals and pharmacies.

Thanks to your customer focus, communication and commercial skills you are able to provide them a great customer experience by answering their questions, handling of complaints and realizing both inbound and outbound sales calls.

This role is part of a team of 4 Officers and reports to the EG Pharma Care and Business Development Director.

**Responsibilities**

Sales orders:

- Timely and correct processing of all incoming orders: entering orders into SAP and verifying orders. In case of doubt, consult the customer or the Pharma Representative.
- Administrative follow-up of the orders from ordering to invoicing.
- Conduct sales calls, both outbound and inbound, with existing customers and prospects to meet the set objectives.
- Offer consultative support to explain products, price, terms and service.
- Provide sales recommendations and service solutions based on prospect/customer needs.

Complaints handling:

- Handle complaints, report, consult and make suggestions to resolve complaints and avoid them into the future. When in doubt always consult the EG Pharma Care & Business Development Director.
- Convert customer problems into sales opportunities.

Communication:

- Represent a positive image of the company and its brand at all times.
- Act as a trusted partner for our customers: clear and empathic communication and accurate follow-up.
- Partner closely with and consult colleagues from other departments (sales & marketing, finance, supply chain) to be sure mutual objectives are met in support of the customer satisfaction.
- Identification of customer needs and improvement of overall customer satisfaction.

Administration:

- Acquire and maintain knowledge on the EG offerings and products.
- Follow up on whether all products are up to date in the internal systems and make adjustments as needed.
- Prepare credit notes for those customers who are entitled to them.
- Back-up for the colleagues of the EG Pharma Care team.

**Required profile**
- You love to interact with customers and strive for the best customer experience.
- Fluent in Dutch and French (spoken and written) and minimum basic English.
- Knowledge of SAP, outlook, excel and other IT software is a plus.
- Customer service or sales experience preferred
- Ability to perform well in a fast-paced working environment
- We hire for attitude
- We expect from our employees to be Motivated, Energetic and Passioned by their job (MEP).
- You act in line with our values: Integrity, Entrepreneurship, Agility and One STADA