Customer Service Representative

Actylis is a global solutions provider with over 75 years of experience, specializing in streamlining the management of critical ingredients and raw materials for our business partners.

We offer both sourcing and manufacturing solutions tailored to meet diverse and evolving needs, ensuring a reliable, agile, and secure supply network. Our commitment to customization allows us to create flexible solutions, whether it’s a unique specification, custom packaging, or tailored logistics strategies.

With deep expertise in quality and regulatory compliance, sourcing and logistics management, analytical services, and R&D support, we reduce complexities and mitigate risks, empowering our partners to focus on growing their business.

In furtherance of that goal, Actylis is seeking new members of the team. This expansion, coupled with a comprehensive benefits package, and opportunities for challenge and growth, make Actylis the ideal place to work and thrive. We hope you’ll consider joining us!

Overview

• Full-Time Permanent Contract
• Location: Lyon, France (hybrid) or Germany (hybrid)

Position Summary
As a Customer Service Representative, you will be responsible for managing customer queries, orders, and complaints. You will process orders (import and export), handle modifications and closely collaborate with logistics coordinators. The main goal will be to ensure the satisfaction of our customers.

Responsibilities will include:

• Orders management:
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Communicate with customers through email or phone and respond promptly to their inquiries.
• Register and manage customer orders, frame orders.
• Create supplier and customer accounts.
• Create product codes.
• Register and manage supplier POs, track PO delivery date.
• Review invoices against POs and provide approval for payment to the Finance department.
• Ensure to meet delivery dates or proactively inform customers about any delay and keep ERP up to date.
• Send invoices and shipping documents to customers.
• Coordinate customers’ forecasts in collaboration with Demand Planning department.
• Participate in quarterly business reviews with our key accounts.

Responsibilities Cont.

• Complaints management:
• Acknowledge receipt of customers complaints.
• Log the complaints in the applicable system.
• Store relevant information and documentation for investigation.
• Participate in the investigation with our Quality department, our Logistics coordinators, our complaint expert and our external partners.
• Provide a solution to customers in a timely and efficient manner.
• Samples management:
• Notify the warehouse in advance of sample arrivals.
• Check samples stock levels.
• Provide shipping documents to customers.
• Ensure samples are shipped and received on time.
• Continuous improvement & projects:
• Show openness to continuous improvement and actively contribute to process optimization.
• Participate in projects aimed at enhancing operational processes and customer satisfaction.

Required Experience & Knowledge
EDUCATION/EXPERIENCE:

• Minimum 2 years operational experience as customer service / sales administration assistant.
• Supply Chain / International Trade / Languages / Sales graduated: Bachelor degree.

SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC.:

• MS office skills: Word, Excel mainly.
• ERP: SAGE will be appreciated.
• Language: fluent in French, proficiency in English (verbal and written).
• Exceptional verbal and written communication skills.
• Strong client-facing and communication skills.
• Customer Service orientation.
• Ability to work in a fast-changing environment with international contacts.

Supervisory Responsibilities
N/A
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made where necessary. The noise level in the work environment is usually moderate.
Employee is partly home office based (Hybrid) and must have adequate space and tools to perform their duties.

Actylis is an Equal Opportunity Employer. Actylis US does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.