Customer Service Specialist

To support the company's growth in North America and strengthen our Customer Service team, we are looking for a Customer Service Specialist with a genuine interest in the commercial side of business and a strong appetite for the scientific world. Reporting to the Customer Service / Sales Support Manager, and working in close coordination with our US-based Business Developers and US distribution partners, you will be the key point of contact ensuring a smooth, responsive experience for our American clients — with working hours structured to provide meaningful overlap with US time zones (Eastern or Pacific, depending on team coverage).

Responsibilities

Manage orders for an assigned portfolio of US clients within agreed deadlines (invoicing, delivery, collections, etc.); Own the day-to-day commercial relationship with US clients, distributors, and Business Developers: handling requests and forecasts, answering product inquiries, and providing accurate, timely information; Ensure administrative follow-up of accounts and keep records up to date in our internal CRM/ERP system; Guarantee customer satisfaction by managing complaints, delivery delays, and other service issues with a solution-oriented approach; Collaborate closely with other departments (Sales, Legal, Finance, Supply Chain) to ensure smooth information flow across the organization; Contribute to ongoing team projects and continuous improvement initiatives; Provide live, real-time support to US-based contacts during your shift, adapting communication style to US business culture and expectations

Requirements

Fluent / bilingual English; US time-zone availability; Degree in Business, Sales Support, or Administration (Bac+2/3 minimum) or equivalent experience; 2 to 5 years of successful experience in a similar role within an international environment; Strong customer service mindset; Autonomous, results-oriented; Rigorous, organized; Team spirit and adaptability; Strong proficiency with MS Office and basic knowledge of CRM/customer databases

Nice to have

Prior US exposure; familiarity/comfort with American business culture; ideally exposed to US market

Benefits

Monthly bonus linked to work quality, paid as a premium or as time off; Profit-sharing bonus distributed equally among employees (approx. €3,000–€4,000); Family health insurance (spouse and children) covered at 70% by the company; Provident insurance (death/disability coverage); Up to 100% coverage of public transport costs, or a monthly mobility allowance (€65) for bike/scooter/walking commuters; Hybrid remote-work policy available after 3 months of seniority; Company meal allowance (€4/meal)