For more than 20 years, Vitaflo has developed innovative specialized clinical nutritional products for inherited metabolic disorders, paediatric kidney disease, and specialized diets such as the ketogenic diet. Working in partnership with world key opinion leaders and patients, Vitaflo aims to create products that combine the best of cutting-edge research with the lifestyle demands of modern living, ensuring the most acceptable products are available for the patient.

Vitaflo continues its mission of Enhancing Lives Together with research and development at the heart of what we do. 

Position Summary

Are you passionate about people, teamwork, organising all things business related and aiming for a great customer experience? By joining our team, you will work as a part of the France-Benelux cluster and reporting to the Commercial Manager.

The Customer Service Associate is the face of Vitaflo to a significant number of customers and will need to project a professional company image through excellent verbal and written interactions. The position will maintain a hands-on role to execute general customer service activities and communicate with a wide variety of customers (HCP, wholesalers, pharmacies & patients) in the FraBeNe cluster to facilitate their information and ordering needs.

This position will manage inquiries, customer complaints and invoice questions. In addition, the Customer Service Associate will actively participate in projects focused on operational efficiencies and cost to improve the customer service experience.

Next to customer service, you will support the line managers to enable them to successfully execute their departmental operational plans, which is critical for the growth of Vitaflo France-Benelux. By setting up and constantly improving the daily way of working of the Vitaflo France-Benelux team in close cooperation with the Business, Marketing, Regulatory and Sales, you will help to ensure that Vitaflo's service level and product availability for the patients are meeting our high standards. You will also be closely involved in the set up and management a solid office support strategy for the 3 countries in regard to service providers, cost optimisation, HR matters, current and future needs of the team.

A day in the life of a Customer Service Associate

• Act as the primary point of contact between the customers and third-party customer service groups within the Order to Delivery process to drive efficiencies and resolve any delays and/or discrepancies
• Processing requests accurately and communicating with customers as needed to expedite the Order to Delivery process
• Following-up on customer inquiries not immediately resolved, including tracking shipment proof of delivery
• Setting-up and maintaining master data for new and existing customers
• Business analysis to support Management team
• Developing and maintaining ways of working for the team including office management
• Set up of projects and implementation to ensure a positive business outcome
• Assisting the Sales team
  • tender management support
  • set up and coordination of team- and sales meetings
  • sample requests
  • manage travel system for team

• Assisting regulatory affairs team
  • support and follow up of departmental administrative tasks
  • support and follow up in quality assurance matters (complaints, samples, ...)
• Assist marketing team
  • events organisation      

Meet the team

The Vitaflo France-Benelux team consists of 19 people operating in various departments from 3 countries: Direct-to-HCP sales team, regulatory, marketing, commercial, business support and supply chain. In close cooperation with the shared services from our Global Vitaflo team in Liverpool headquarters, we aim to provide products and services to the patients locally.  The primary location for this position is Antwerp but, in this role, you are part of the France-Benelux team with cross border responsibilities, back up and collaboration.

What will make you successful

• Ability to work independently and as a member of a team
• Strong attention to detail
• Ability to multi-task & prioritize with strong problem-solving skills
• Being open-minded & eager to learn
• Experience with Microsoft Office including Excel, Word and PowerPoint
• Having a genuine interest in contributing to patients’ lives
• Languages
  • Dutch/French : excellent level speaking & writing
  • English : good level speaking & writing
• Drive to deliver service quality consistently and reliably
• Willingness to act as a trusted partner, proactively addressing business and people needs and challenges

We are Nestlé, the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we'll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more? Visit us at www.nestle.com.