Customer Service Representative – Norwegian/Swedish

ZO Skin Health, Inc.; Barcelona; Presencial; EUR 28.000 - 36.000; Jornada completa

Descripción de la vacante

ZO Skin Health, Inc. in Barcelona seeks a proactive Customer Service professional to support European clinics, dermatologists and partners through all stages of the order-to-cash cycle.

You will coordinate with Supply Chain, Planning, Finance, Sales and Marketing to ensure accurate orders, timely invoicing and KPI reporting, with occasional travel to London for alignment with local teams.

Formación

• 2+ years in Customer Service, Order Management, or Supply Chain support.
• Experience in a multinational, healthcare, aesthetics, or pharma environment.
• Proactive, solution-oriented, and team focused.

Responsabilidades

• Manage the full order cycle: entry, validation, confirmation, and delivery monitoring.
• Track order flow daily; proactively communicate delays, shortages, or backorders.
• Liaise with Planning, Logistics, Finance, Sales & Marketing to support smooth order processing and invoicing.
• Act as the primary contact for clinics, dermatologists, and aesthetic centers.
• Respond to queries on product availability, delivery timelines, invoices, and returns.
• Support account managers with customer insights, order trends, and escalations.
• Manage customer onboarding and ensure accurate ERP setup.
• Document and manage customer complaints and delivery issues; coordinate investigations with warehouses and carriers; ensure corrective actions.
• Prepare weekly/monthly KPIs (OTIF, claims rate, order accuracy, lead times).
• Assist process improvement initiatives and digital tool deployments.

Conocimientos

Customer service

Order management

ERP systems

MS Office

Educación

Bachelor's degree in Business Administration

Herramientas

SAP

Oracle

Descripción del empleo

Our Customer Service team in Barcelona plays a vital role in ensuring a seamless order-tod-elivery experience for customers across Europe. As the main point of contact for clinics, dermatologists, distributors, and aesthetic professionals, you will deliver exceptional administrative and operational support across all stages of the customer journey.

This role requires strong coordination with internal departments (Supply Chain, Planning, Finance, Sales & Marketing) and external partners (warehouses,logisticsproviders, transportcarriers). Your focus will be tomaintainexcellent customer satisfaction and operational excellence.

Key Responsibilities

Order Management & Follow-up

• Manage thefull order cycle: entry, validation, confirmation, and delivery monitoring.
• Track order flow daily; proactively communicate delays, shortages, or backorders.
• Liaise with Planning, Logistics, Finance, Sales & Marketing to support smooth order processing and invoicing

Customer Communication & Support

• Act as the primary contact for clinics, dermatologists, and aesthetic centers.
• Respond to queries on product availability, delivery timelines, invoices, and returns.
• Support account managers with customer insights, order trends, and escalations.
• Manage customer onboarding and ensureaccurateERP setup.
  

Issue & Incident Resolution

• Document and manage customer complaints and delivery issues (damages, missing items, incorrect shipments).
• Coordinate investigations with warehouses and carriers; ensure corrective actions.
• Manage returns, replacements, and associated documentation (credit notes, labels).
• Prepare weekly/monthly KPIs (OTIF, claims rate, order accuracy, lead times).
• Support process improvement initiatives and digital tool deployments.

Specific Responsibilities

• Support theNordics Order-to-Cash transition project, ensuring continuity of service.
• Review,validate, and complete theDutch and Spanishcustomer portfolio; directly contact customers to verify data accuracy.
• Occasional travel to London for alignment with local teams.

Requirements

Must Have

• Native/Proficient Norwegian and/or Swedish language skills or equivalent proficiency.
• Currently residing inBarcelona or nearby areasor willing to relocate
• Long-term local residency (not a temporary stay).

Education & Experience

• Bachelor’s degree in Business Administration, Supply Chain, or related discipline.
• 2+ years in Customer Service, Order Management, or Supply Chain support.
• Experience in a multinational, healthcare, aesthetics, or pharma environment.
• Proactive, solution-oriented, and team focused.
• Strong ownership and accountability.
• Calm under pressure; excellent problem-solving abilities.
• Committed to exceptional customer service.
• English is a plus.
• Strong administrative and organizational skills with high attention to detail.
• Solid understanding of end-to-end order-to-cash processes.
• Proficiency with ERP systems (SAP, Oracle, or equivalent) and MS Office (Excel, Outlook).