Customer Service Representative

Customer Service Representative

The actual location of this job is in Bornem, Belgium.

This is an office‑first role. Working together in person supports close, real‑time collaboration and team alignment, enabling us to deliver our best work. You will work primarily in the office, with the flexibility to work remotely for 40% of your time (two days per week).

In this role you will coordinate and handle all customer requests and demands in order to grow our business, increase market share, increase market knowledge and reach the commercial goals. You will provide a link between Capsugel
and its external customers with the aim to provide an optimal service and guarantee total customer satisfaction.

What you will get:

• An agile career and dynamic working culture.

• An inclusive and ethical workplace.

• Compensation programs that recognize high performance.

• A variety of benefits dependent on role and location.

The full list of our global benefits can be found here:  https://www.lonza.com/careers/benefits.

What you will do:

• Process customer purchase orders by verifying size, type, print, colours, price, terms, shipment date(s) and quantity.

• Supervise shipping dates on all open orders, following up with Supply Chain Department to ensure prompt shipment.

• Monitor overdue orders and coordinate solutions with all departments concerned to minimize/avoid delays.

• Assist the customer in defining capsule characteristics. Initiate and follow-up capsule colour developments, ink developments, artwork and print roll developments.

• Examine complaints from the customer and communicate to QA, Territory Sales Manager and other departments related to the complaint by registering the complaint within 48 hours after receipt in a centralized tool.

• Act as a business intelligence centre, assisting Territory Sales Managers from the inside by preparing customer visits, providing feedback and latest statuses on pending files, sales figures, new product requests, ongoing developments.

• Stay ahead of all changes within Capsugel (new products, new policies, changes in legislation.) in order to provide the customer with the most recent information at all times.

What we are looking for:

• Bachelor degree with experience in Customer Support within healthcare.

• Fluency in English and French. Any additional language is an asset.

• Proactive, customer oriented, with an ability to handle multiple requests.

• Excellent communication skills, with a growth mindset.

• Good knowledge of Microsoft Office Suite.

• Experience with CRM tool salesforce.com is an asset.

About Lonza

At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion and Integrity reflect who we are and how we work together. Everyone’s ideas, big or small, have the potential to improve millions of lives, and that’s the kind of work we want you to be part of.

Innovation thrives when people from all backgrounds bring their unique perspectives to the table. At Lonza, we value diversity and are committed to creating an inclusive environment for all employees. If you’re ready to help turn our customers’ breakthrough ideas into viable therapies, we look forward to welcoming you on board.

Ready to shape the future of life sciences? Apply now.