QUALIFICATIONS:

• 3–5 years of customer support experience, preferably in the environmental, chemical, or laboratory supply sectors.
• Proven experience managing and resolving customer complaints professionally and effectively.
• Strong understanding of complaint-handling frameworks, regulatory standards, and industry best practices.
• Meticulous, analytical, and highly organized with a proactive mindset.
• Demonstrated sense of urgency and customer-first attitude.
• Excellent verbal and written communication skills.
• Strong ERP experience, ideally with Syteline or similar platforms.
• Ability to thrive in a hybrid work environment with a high degree of self-management.
• Preferred: Bachelor’s degree in chemical science, or a related technical discipline.

QUALIFICATIONS :

• 3 à 5 ans d’expérience dans le support client, de préférence dans les secteurs environnemental, chimique ou des fournitures de laboratoire.
• Expérience avérée dans la gestion et la résolution des réclamations clients de manière professionnelle et efficace.
• Solide compréhension des cadres de gestion des réclamations, des normes réglementaires et des meilleures pratiques de l’industrie.
• Souci du détail, capacité d’analyse et grande organisation avec un état d’esprit proactif.
• Sens de l’urgence démontré et attitude orientée vers le client.
• Excellentes compétences en communication verbale et écrite.
• Expérience solide des systèmes ERP, de préférence avec Syteline ou des plateformes similaires.
• Capacité à s’épanouir dans un environnement de travail hybride avec un haut degré d’autogestion.
• Préféré : Diplôme de niveau Bac+3 en sciences chimiques ou dans une discipline technique liée.

ABOUT THE ROLE:

The Customer Success Representative plays a crucial role in delivering exceptional customer experience. This role involves managing customer inquiries, generating quotes and orders, and, most importantly, handling customer complaints with a structured approach, urgency, and empathy.
The position requires a candidate with 3–5 years of customer support experience, a strong background in complaint resolution, and a solid understanding of industry standards and best practices for managing complaints. A background in chemical science is highly preferred due to the technical nature of the products and the customer base.

KEY RESPONSIBILITIES:

️ Complaint Handling & Resolution (Primary Focus)

• Serve as the crucial point of contact for receiving, documenting, investigating, and resolving customer complaints.
• Apply critical thinking and structure problem-solving to identify root causes and implement resolutions in coordination with internal teams.
• Escalate issues when needed while maintaining ownership and accountability throughout the process.
• Maintain accurate records of complaint cases, responses, and outcomes in the ERP/CRM system.
• Ensure timely closure of complaints in alignment with company KPIs and industry standards (e.g., ISO, GMP where applicable).
• Regularly contribute to complaint trend analysis and continuous improvement efforts.

Customer Support Operations

• Manage customer inquiries via email, phone, and internal systems with urgency and care.
• Generate accurate quotes and process regular and blanket purchase orders using ERP systems.
• Coordinate with cross-functional teams including Sales, Supply Chain, and Quality to ensure timely order fulfillment and customer satisfaction.
• Support internal reporting requirements related to complaint tracking and service performance.