OBJECTIVE AND MAIN TASK OF THE FUNCTIONTo build and support relationships with STAAR Surgical Sales Teams and customers. To be a Customer Service expert in Oracle and Stella and assist the Customer Service Team in learning and understanding these systems through writing and updating work instructions, SOPs and training. TASKSCustomer Relationship Oversight Building and supporting of relationships with sales teams and customers. Quarterly meetings with Sales Teams split by regions to give updates on Customer Service processes and follow up on concerns or questions. Relevant Customer Service Management and Representatives to be invited. Quarterly meetings with distributors split by regions to give updates on Customer Service processes and follow up on concerns or questions. Relevant Customer Service Management and Representatives to be invited. Train new sales team members on Customer Service processes. ERP Subject Matter Expert Serve as a Subject Matter Expert (SME) for the OTC Team during the ERP update, providing expert knowledge on business processes and system functionalities. Collaborate with the ERP Project Team to align the system's capabilities with the department's needs and ensure successful integration. Lead and participate in various ERP system testing phases. Provide feedback and recommendations based on testing outcomes to improve system performance and user experience. ERP Communication Rollout Lead the rollout of communications with sales and customers regarding the changes in Oracle. This includes but is not limited to setting up meetings with sales and customers, putting together presentations and assisting in presenting, providing relevant information packs and supporting sales and customer at go live and in hyper care. Work in coordination with Customer Service Project Lead for Stella so that there is collaboration between the rollout for Stella and Oracle. SOP Drafting and Documentation Draft and update the department's Standard Operating Procedures (SOPs), Forms and Working Instructions to reflect the new processes and functionalities introduced by the ERP system. Prepare and distribute finalized SOPs, Forms and Working Instructions before the ERP goes live, ensuring all relevant personnel are trained and informed. Work closely with the OTC Team, IT, and other stakeholders to ensure smooth communication and effective collaboration throughout the ERP project. Responsible for keeping SOPs, Forms and Working Instructions updated and creating new documents as required. Training & Support Assist in training the Customer Service Team on the new ERP system, Stella 2.0 and continuing Stella updates, focusing on how the updated processes affect their daily tasks. Provide ongoing support during the ERP go-live phase, addressing any issues or questions. Lead and support in writing working instructions for system rollouts and updates or changes to internal processes. Daily business coordination – only upon needs Assist Project Leads and Team in daily business as required and in coordination with Customer Service Manager. REQUIREMENTS AND SKILLSEducation: Commercial/Administration diploma or equal Special Knowledge: Very good English, German/or French skills Personality: Open minded, flexible, communicative, stress resistant, service oriented, team spirit, results driven, organization and management skills Professional Experience: Several years’ experience in a similar position
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