Customer Service Representative
hace 1 semana
Job Description Summary:
JOB SUMMARY:
We are looking for 2 Customer Service Representatives
:
You will be the first point of contact for our Customers when contacting BD to get support related to their orders, price information, product information, etc
:
You will part of the Order Management process being the link between OM team, Customers and Business
You will be responsible to process transactions not moved to our Share Service Centers yet.
Together with your manager you will play a key role in driving continuous improvement initiatives.
You are in key player on providing the best Customer Experience.
You will directly report to the Customer Service Team Leader.
RESPONSIBILITIES:
- You have a portfolio of customers and Businesses assigned. These portfolios could change based on the evolution of Customer Service to adapt to new situations. The preference model is that each Customer Service Specialist (CCO rep) has a portfolio of customers in the concept BDX (all businesses). The portfolio of customers can be influenced by the Customer segmentation doing by BD.
- Customer enquiries:
- Service Claims intake:
- Register the service claim being reported by a customer in the appropriated system. Try to provide a resolution to the customer at the moment of the service claim report.
- Order Management:
- Manage the tickets created by OM team related to discrepancies found in the customer orders (prices, SKU's, quantities)
- Manual allocation and Backorder notification:
- When manual allocation is needed, for example in BO situations.
- Work closely with the Business to assign for allocation the stock available
- Report to customers when BO situations. As this activity need a lot of time, agree with Business and Customer Service Team Leader the customers will provide BO notification.
- Transactional activities:
- Process transactions not transferred to SSC yet:
- SAS and Grupo Quirón orders
- Consignment stocks
- FOC orders
- Samples
- Credit notes
Goods returns
- Follow Regulatory and Quality requirements
- Partnership with Business and Customers:
- Provide support to Sales Reps and Sales Managers about customer orders, stock allocation,
- Ensure customers receive the right service according to the BD customer segmentation. The best Customer Experience.
- Based on the BD Customer segmentation provide value added services.
- Participate in projects:
- Continuous improvement: Working together with the Customer Service CI responsible and Customer Service Team Leader, and Sales Force, provide input to identify areas needing improving (ie: customers having more order discrepancies,) Participate in the continuous improvement activities/projects identified.
- Participate/provide input in projects when required. These projects could be local, regional or global.
- Participate on the rollout of projects
- Work as a Strong Team, working fluently within CSO and other functions and Business in BD
- Report to and work closely with the Customer Service Team Leader
EXPERIENCE & EDUCATION:
- Bachelor's degree (desired on life sciences and/or bioscience) or equivalent.
- Experience (minimum 2 years) in similar position in the Spanish health sector
KNOWLEDGE & SKILLS
- Advanced English language
- Portuguese language (a plus)
- Advanced knowledge on excel and analytic tools
- Experience with SAP and SalesForce is a plus.
- A handson and solutionoriented mentality that results in a proactive approach
- Communication and interpersonal skills
- Customer oriented
- Growth mindset
- Teamwork
Primary Work Location:
ESP San Agustin del Guadalix
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