Customer Service Analyst

The success of a company depends on the passionate people we partner with.

Together, let's share our talents.

As a global leader in animal health, Ceva Animal Health believes our success is linked to our passionate people researching, developing , producing and supplying innovative health solutions for all animals, which contributes to the future of our diverse planet.

We are committed to ensuring the highest possible level of care and well-being for farm animals (poultry, pigs, ruminants), companion animals (dogs and cats) and wildlife.

Indeed, Our "Together, Beyond Animal Health" vision emphasizes that the health and wellbeing of people, animals and our planet are totally interlinked. More than ever, Ceva is committed to a "One Health" approach.

As part of our "Diversity, Equity and Inclusion" policy, Ceva Animal Heath is committed to the employment of people with disabilities and will make reasonable accommodations throughout the interview process to ensure an inclusive and accessible experience for all applicants. To request an accommodation, please contact a member of the Ceva Talent Acquisition team.

*Your Missions :*
Customer Service Analyst (12-Month Contract)

At campus level, manage a product portfolio, specifically for export, from following the order progress internally, organizing shipments up to delivery, invoicing and registering and following customer claims (Order to cash).

Responsibilities:

• Implement and apply the campus export and customer services policy, ensuring that orders are delivered on time, invoiced and customers receive accurate information
• Responsible for the compliance of the data in his/her portfolio (transport purchase
• orders, invoicing customers, data management, handling of customer requests, etc.)
• Organize and optimize transport orders using the Incoterms specified
• Coordinate transportation with 3rd party logistics providers and customs brokers to meet customer & local country requirements
• Guarantee appropriate transport of the goods, depending on the required temperature, handling and storage conditions
• Manage the portfolio of customer orders in the systems and track their internal progress
• Maintain up-to-date and precise flow of information
• Provide shipping documents and invoices according to the needs of each customer/country
• Follow up on complaints linked to the portfolio
• Give customers rapid and precise answers, issuing a credit note if necessary
• Update customers on order status
• Ensure customer requests are handled
• Ensure shipments are compliant with current regulations: product codes, licenses,
• shipping documents
• Ensure the financial risk is under control: prepayment, documentary credit, risk enquiries
• Register new customers following the compliance procedure in place
• May contribute to projects related to the activity

Competencies:

• Drive Ambition & Accountabilities
• Influence Others
• Collaborate with Empathy
• Engage & Develop
• Shape Solutions out of Complexity
• Client Focus

Qualifications:

• Diploma in a related filed
• APICS Certificate (Nice to have)
• Has demonstrated customer centric mentality with the ability build strong relationships
• Comfortable reaching out to customers over the phone and strong written communication
• Ability to learn and understand scientific principles
• Adept at troubleshooting and resolving problems
• Analytical with the ability to identify opportunities to increase sales
• Has strong time and resource management skills along with organizational skills; ability to prioritize and quickly respond to customer requests
• Collaborative and enjoy working with peers and management to achieve successful business results
• Proficient with computer applications and ideally you have worked with JD Edwards, Salesforce and the MS Office Suite in a past role
• Has a lifelong learner mindset
• Has experience working in an autogenous vaccine company, vaccine production company, or pharmaceutical company
• Experience with JDE is considered an asset
• Ideally, bilingual in French and English

Qualifications:
Your profile :

• Diploma in a related filed
• APICS Certificate (Nice to have)
• Has demonstrated customer centric mentality with the ability build strong relationships
• Comfortable reaching out to customers over the phone and strong written communication
• Ability to learn and understand scientific principles
• Adept at troubleshooting and resolving problems
• Analytical with the ability to identify opportunities to increase sales
• Has strong time and resource management skills along with organizational skills; ability to prioritize and quickly respond to customer requests
• Collaborative and enjoy working with peers and management to achieve successful business results
• Proficient with computer applications and ideally you have worked with JD Edwards, Salesforce and the MS Office Suite in a past role
• Has a lifelong learner mindset
• Has experience working in an autogenous vaccine company, vaccine production company, or pharmaceutical company
• Experience with JDE is considered an asset
• Ideally, bilingual in French and English