Customer Service Specialist

The Role

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).

Key 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

Mandatory Requirements

• Fluent / bilingual English - required: you will communicate daily with US clients, distributors, and Business Developers, in writing and on calls.
• US time-zone availability - required: flexible/shifted working hours to ensure significant overlap with the US working day (Eastern or Pacific time, depending on team distribution).
• Prior US exposure - strongly preferred: previous professional experience working with US-based clients, partners, or teams, and genuine familiarity/comfort with American business culture and communication style.

Candidate Profile

• 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, ideally exposed to the US market
• Strong customer service mindset: active listening, understanding of client needs, proactivity, and excellent interpersonal and written communication skills
• Autonomous, results-oriented, and comfortable with problem-solving and continuous improvement
• Rigorous, organized, and able to manage priorities independently
• Team spirit and adaptability, including comfort working asynchronously with colleagues in different time zones
• Strong proficiency with MS Office and basic knowledge of CRM/customer databases

Contract

Permanent contract (CDI), attractive compensation package, position to be filled as soon as possible.

Working schedule adapted to US time-zone coverage (Eastern or Pacific), with flexibility discussed at interview stage.

Why Join Us?

• An innovative biotech company whose mission is to improve human health
• A responsible company: we have set action plans to reduce our carbon footprint by 30% by 2026
• A stimulating environment within a fast-growing organization where autonomy is valued and innovation is at the heart of our strategy

What We Offer

• 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 (no extra cost for dependents)
• 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)