Customer Service & Logistics Associate

at  LumiraDx UK Ltd

The role forms integral part of LumiraDx Operations dedicated to global downstream Supply Chain, managing product flow to and from international customers within the manufacturing entity in Scotland. Experience of dealing with business-to-business relationships in a regulated environment will be instrumental in support of our customers, dealing with their orders, queries and complaints.

ESSENTIAL EXPERIENCE:

• Experience of customer service (in Life Sciences and Healthcare is a plus)
• Experience with ERP and CRM systems (NetSuite, SAP or similar)
• Strong team player.
• Customer-focus orientated approach. Experience of resolving complaints
• A positive attitude and problem-solving skills, even in challenging situations
• Ability to work self-sufficiently, and well under pressure in a fast-moving environment.

SCOPE OF THE ROLE:

• Execute Customer Service & Logistics tasks as part of a team, in particular International Export Sales Order Processing, incl. preparation of customs-relevant shipping documentation
• Manage Customer Return Processing
• Direct Customer Interaction, handling and resolving inquiries, complaints and feedback (e.g., inbound and outbound calls, e-mails, chat)

RESPONSIBILITIES:

• Global Export of products & Sales Order Processing
• Customs declaration & clearance, document control & validation.
• Ensure adherence to all regulatory requirements governing import/export of goods
• Coordinating product-flow relevant tasks cross functionally, liaising between:
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• Customers

• Supply Chain
• Sales Teams
• External Service Providers
• 3PLs
• Direct Customer Interaction, handling and resolving inquiries, complaints and feedback
• Service complaints management providing solutions to improve our customer experience
• Support the continuous improvement process