Export Customer Service Specialist

BVI Medical; Kraków; On-site; PLN 90,000 - 120,000; Full time

Job summary

BVI Medical is seeking an Export Customer Service Specialist to support indirect export customers, primarily Europe, handling order entry, invoicing, customer creation, and related tasks in a fast-paced environment. You will maintain records, communicate clearly, and ensure accurate export documentation.

The role requires fluent English, a minimum of 3 years in export-focused customer service, and experience with ERP/CRM systems, enabling effective delivery and customer satisfaction.

Qualifications

• 3+ years of experience in Customer Service with a strong export focus.
• Experience with order-to-cash processes and ERP/CRM systems.
• Experience handling export documentation for shipments outside Europe.
• Strong communication and interpersonal skills; ability to manage multiple priorities.

Responsibilities

• Process orders, returns, and credit notes in ERP accurately and timely.
• Support export customers in Europe via email and phone.
• Ensure export documentation (BOL, origin certificate, customs invoice) is correct.
• Coordinate with internal stakeholders to ensure on-time deliveries and issue resolution.

Skills

Export operations

ERP systems

CRM systems

Customer service

Fluent English

Job description

Purpose

As a Export Customer Service Specialist you will support indirect (Export & European distributors) customers by providing timely, relevant information, resolving questions, responding to complaints and going the extra mile to engage with customers whilst performing duties in an efficient professional and courteous manner. By ensu ring you are organized and focused you will work to process important data such as order entry, invoicing, customer creation and other tasks directed in a fast-paced environment where you will need to be self-sufficient and perform duties with a customer first focus. Building sustainable relationships of trust through open and interactive communication both internally & externally. Maintain records of customer interactions, follow communication procedures, guidelines & policies.

Key Responsibilities

• Process orders through various stages, return authorizations and credit note requests timely & accurately in relevant ERP.
• Supporting some relevant basic functions in an additional ERP but not an expert
• Working with our indirect (export) customers mainly (Europe & Export) managing queries and customer communication, to ensure successful dispatch of deliveries. Primarily via email communication but also via the hotline
• Ensuring orders dispatching to export locations are sent with appropriate checks (i.e. registrations, pricing, stock) and export documentation appropriate to that location (BOL, Certificate or origin, Customs invoice etc.)
• Ensure any concerns about documents or shipping to a certain location are discussed with manager and resolved.
• Working with specific internal stakeholders to manage issues to ensure deliveries are sent.
• Prioritize workload, organize own time so that deadlines are met and enquires are answered promptly or passed to the appropriate person
• Highlight to manager, any concerns over workload or change in priorities needed to deliver on deadlines.
• Highlight to Manager where issues arise and decisions are required
• Process customer invoices, following procedures closely and ensuring fast and accurate turnaround.
• Ensure documents are saved indicating export for future retrieval in way requested.

Qualification

• Fluent professional English ( additional other European core language would be a bonus not essential)
• Minimum 3 years of experience in Customer Service with a strong focus on export operations
• Knowledge of ERP and CRM systems within an order-to-cash environment
• Experience working with export documentation for shipments outside of Europe
• Previous experience handling export customer orders and deliveries
• Strong communication and interpersonal skills
• Ability to manage customers while handling multiple priorities

Company

BVI® is refocusing the future of vision.

As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes: Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium IOLs), and spans more than 90 countries.

We've set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept - taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.

Learn more at www.bvimedical.com