Customer Service Specialist
hace 2 semanas
Ensuring an effective customer service, seeking to find the answers to all doubts/questions, processing orders and ensuring its delivery in the shortest time possible.
Responsibilities
Order processing
- Responsible for managing and coordinating all tasks assigned to the Customer Care department, ensuring that they are carried out within the company's procedures
- Responsible for the Customer Care KPI's and respective monthly review
- Manage and set priorities in order to ensure a good level of service and assistance to customers and their total satisfaction
- Ensure that all orders received via EDI and/or Order Entry are correctly integrated into SAP
- Processing orders for psychotropic drugs in accordance with internal procedures
- Control and management of delivery of orders prepared by the logistics operator, namely management of order priorities and respective follow-up.
- Manage the complaints and returns process in accordance with internal procedures and in partnership with the logistics operator and customers
- Creation/Maintenance of Customer data in SAP in collaboration with the Sales and Finance departments.
- Manage the right invoicing to customers at the time the orders are delivered and to work closely with the logistic operator for the correct cash collection exercise.
- Ensure the creation and maintenance of prices in SAP for different groups of customers
- Manage and respond to requests received from internal and external customers, ensuring a good level of customer service and total satisfaction
- To be part of the Launch Team to be informed about new product launches
- Ensure that all incoming calls are answered. Solve customer problems / issues with a high degree of independence and work with other departments.
- Develop reports based on customer interactions that contain data about products, orders, processes and customer requests.
- Receive and register on the Extranet (logistics operator site) all customer complaints, ensuring all the necessary information for a correct investigation to be carried out. Carry out the internal follow-up until its closing
- Act as the voice of the customer in company projects and initiatives
- Constantly interact with the sales team in order to share information to resolve customer issues as quickly as possible.
- Administrative tasks necessary for the normal functioning of the department
- SD Expert for SAP (production and testing systems).
- Close collaboration with Scientific affairs Manager for product complaints coming from customers.
- 10 years of experience in similar roles
- High level degree in logistics or commercial areas
- Good knowledge of English
- Good level of Word, Excel and Outlook is required; SAP experience will be an added advantage.
- Active listening to the internal and external customer
- Excellent communication skills
- Adaptability and autonomy
- Results orientation
- Organization, anticipation, prioritization, rigor, commitment to the internal and external customer
- Ability to deal with stress in emergency situations
- Good problem solving ability
- Ability to intervene in continuous improvement projects, opportunities, process/system simplification.
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