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GNOSIS BY LESAFFRE Business Unit

For over 30 years, Lesaffre has been involved in Human Health & Nutrition as part of its ambition to Better Nourish and Protect the Planet. In November 2018, Lesaffre acquired Gnosis Advanced Biotech and officially combined it with Lesaffre Human Care to form a new Business Unit named Gnosis by Lesaffre.
At Gnosis by Lesaffre, we are committed to cultivating and delivering nutritional actives, probiotics, and nutritional and functional yeasts that benefit human health and wellbeing, thanks to the power of microorganisms and biotransformation processes like fermentation. Put differently, we explore life to improve living.
Our vision: At Gnosis by Lesaffre, we strive for a world that moves better, digests better, ages better, feels better, and ultimately lives better thanks to microorganisms and biotransformation.
Job Description Integrated in Supply Chain and Customer Service team, the Customer Service Specialist handles all customer inquiries received by email or telephone. Independently manages the full process order to cash, registers complaints, and manages reporting as well as sample requests, providing all needed information to customers to ensure order fulfillment and on-time delivery. Supports the Logistics Department in the delivery process and processes invoices. The Customer Service Specialist is the single point of contact for the customer acting as front and back office, being the interface with all Company’s departments, collecting information and giving prompt feedback. Analyzes regularly the customer portfolio, provides order status, detects possible issues, and proactively proposes solutions. The Customer Service Specialist is also involved in the definition and implementation of standard or new processes supporting Supply Chain and Sales Department, and enters all product and logistic complaints working closely with the Quality department and Logistics.

This role includes activities such as:

Managing customer inquiries, order entry process, and order follow-up
Creating and sending regular order status to customers providing all useful information
Following billing process and generating billing documents
Checking the accuracy of all documents provided to customers and supporting specific customer requests
Developing and monitoring performance indicators and reporting deviations
Managing open order and sales reports providing detailed information on a regular basis within SC Dept and to Sales Dept
Liaising with Sales Managers to develop sales strategies in accordance with the defined budget
Regularly checking and reporting the alignment of forecasts vs orders booked
Managing the requests for samples within the Samples Management process
Coordinating the activity of the different stakeholders in the process for Artwork approval
Registering complaints and managing returns
Collaborating with all internal departments to ensure Customer Experience (SC, Logistics, Quality, Regulatory, Warehousing, Finance)
Identifying and recommending process improvements to enhance service level and efficiency
Qualifications - Bachelor's degree (B. A.) or equivalent;

• Minimum three years’ related experience and/or training; or equivalent combination of education and experience.
• Previous experience in Customer Service/Logistics departments. Pharmaceutical and/or nutraceutical business background is considered a plus.
• Second foreign language is considered a plus.
• Fluent in English.
• Excellent communication skills.
• Proactive and problem-solving attitude.
• Analytical and multitasking approach.
• Teamwork and motivational skills.
• Good knowledge of office package – Excel and PowerPoint.
• Knowledge of SAP.
• Knowledge of Salesforce is considered a plus.

Additional Information - Location: Desio
- Contract Type: Full-Time; Fixed Term Contract
- Possible Smart working after trial period

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