Role DescriptionIn this position you will be 1st line contact with customers and sales offices. You're responsibility includes creation of customers, credit / debit / return orders / Track & Trace.
Accountabilities • Contributes to the completion of milestones associated with commercial order management and specific projects or activities within the team or department related to commercial supply chain • Appropriately solves administrative issues. • Ensures optimal internal and external customer satisfaction in line with policies and procedures • Ensures compliance with SOX & GMP regulations
ResponsibilitiesCustomer Care • Unique first point of contact for customers, affiliates and Local Service Providers (LSPs). • Call- and mail handling with Customers, affiliates and LSPs • Develops and maintain good relationships with internal/external customers (affiliate, physician, pharmacist, wholesaler, hospital, distributor etc, other ABR departments), and LSPs • Exchanges complex information with customers to solve problems within procedures and/or provide ongoing support to ensure customers are satisfied • Discusses, accepts, enters and follows up on customer service complaints • Identifies & Initiates process improvements to decrease number of service complaints
Order management • Executes track and trace on daily basis, follows up on delays, and signs off reports • Executes returns for all order types, credit and debit notes, follows up timely release
Customer Master Data • Sets-up new customer; Initiates (e-)form, follows-up with affiliate and the new customer, and performs Customer Master Data entry • Maintains and updates Customer Master Data requests.
Other • Ensures knowledge of GMP/GDP and job related training is up to date. • Handles and resolves service/transport issues (including track & trace) • Provides departmental support upon request • Identifies and initiates process improvements
Requirements• MBO 4 and higher • Fluency in English, both in oral and written communication + native/excellent in Portuguese + good to excellent understanding of Spanish • Minimum 1 to 2 years of related experience in customer service or sales • Ability to shift between tasks in a dynamic environment and work within diverse, international group of people • Computer skills and ERP experience • Experienced in working with automated systems (computer bases business systems) like MS-Office • Advanced communication and problem solving skills • Ability to set priorities and timely escalation • High quality standards with regards to work
Are you interested and do want to apply for this role, please fill out your application via the apply button below and contact Ria Bos.