Customer Service Representative-order Entry

hace 1 semana

Madrid, Madrid, España Abbott Laboratories A tiempo completo

Section 1:
PURPOSE OF THE JOB

  • Assigned to Spain Team within Iberia (Portugal & Spain). Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service requests and customer complaints.
  • Compliant with internal processes and procedures (e.g. Abbot Medical Quality System) and with the applicable legislation.
  • Manage all daily activities in customer service independently and actively support local Customer Service management
  • Collaborate in other company activities, processes as all kind of audits and/or investigation when necessary.

Section 2:
ROLES & RESPONSIBILITIES**- Handle customer complaints and perform investigations.

  • Follow up on pricing discrepancies with Customer Service management/tender department/division manager/sales manager.
  • Issue required credit notes for returns and complaints within the official procedural deadlines.
  • Maintain daily contact with companyapproved couriers, for regular pickup and delivery timetable; investigation of claims and followup for emergency.
  • Organizing return shipments
  • PER processing and follow up in collaboration with sales reps
  • Responsible for PER handling in line with quality guide lines
  • Collaborate in the CS global objectives, targets and KPIs
  • LFR KPI
  • Invoice Accuracy
  • Orders Accuracy
  • Phone Service Levels
- % of automation & touchless

  • Open orders and returns
  • INB
  • Any other KPI or metric designed to measure the CS performance and goals.
  • Follow procedures related to the receiving, checking and creation of the sales orders/invoices
  • Production of relevant paperwork i.e. packing lists, proforma invoices and credit notes.
  • Perform and execute all invoicing in a timely and precise manner incl. responsibility for electronic invoicing.
  • Daily control of invoices issued by the system, checking all orders have been invoiced.
  • Issue required credit notes for crosscharges, rebates and price corrections within the official procedural deadlines.
  • Collaborate in the root cause analysis for Invoice Disputes and work with the resolution processes.
  • Follow up on backorders.
  • Master Data Maintenance (customer, materials, prices, territories, etc.)
  • Actively participate in any required product tracking research when required
  • Support quality and sales department in FSCA (Field Safety Corrective Action) implementation.
  • Delivery of documentations, invoices, orders, PODs, etc. to customers, internal other areas, etc.
  • EPIQ management when necessary.
  • Capital Equipment, Export, EDI, new products
  • Work on process improvement and projects under the supervision of the Customer Service supervisor/manager
  • Responsible to train and coach Junior Customer Service Representatives and Customer Service Representatives when required.
  • Meet all rules listed in the Abbott Medical Code of Business Conduct, the Health Care Professionals and the Stand & Deliver Policies
Other Control and/or reporting activities

  • Open Returns and returns pending for invoicing
  • Daily LFR control
  • Billing blocks
  • Error Orders
  • Daily Back Order
  • Price matching
  • Pending Customer Orders
  • INB
status

  • AGA Kits followup

If assigned:

  • Back up for Customer Service supervisor/manager
  • Shared departmental responsibility with Regional Customer Service manager
  • Contact person for some approved suppliers/know the terms and keep others informed, responsible for updating approved supplier log
  • Subject Matter Expert within CS responsibilities if requested in any of the following topics/areas:
  • Order to cash, revenue, reserves.
  • Inventory
  • Revenue & Reserves
  • Logistics & Distribution
  • New Products introduction
  • Order automation
  • Other if requested and agreed.

Section 3:
EDUCATION & COMPETENCIES

  • Upper secondary diploma/High school diploma countryspecific
  • Strong practical experience in Customer Service
  • Fluent in Portuguese (nice to have)
  • Fluent in Spanish
  • English
- high level, written and spoken

  • Knowledge of Microsoft Office
  • Knowledge of ERP packages (SAP,)
  • Team player
  • Customeroriented
  • Good organization ability
  • Good communication skills for internal and external contacts
  • Positive reaction to working in a "deadline" environment, stressresistant
  • Integrity
  • Sensitive of initiative and adaptability to permanent evolving organizations
  • Sensitive to the importance of the product

Section 4:
BACK UP

  • Customer Service Representative
  • Junior Customer Service Representative
  • Customer Service Supervisor
  • Customer Service Manager

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