Customer Service Specialist

hace 1 mes

Zaragoza, España Abbott Laboratories A tiempo completo

.AbbottAbbott is a global healthcare company devoted to improving life through the development of products and technologies that span the breadth of healthcare. At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life.Today, 109,000 of us are working to help people live not just longer, but better, in the more than 160 countries we serve. Our mission is to understand that the first step to living your best life is good health. Everything we make is designed to help you do just that.The RoleAssigned to Iberia (Portugal & Spain). Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquiries, service requests and customer complaints.Compliant with internal processes and procedures (e.G. Abbott Medical Quality System) and with 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 kinds of audits and/or investigations when necessary.ResponsibilitiesReceive & process orders for all customers which are received by telephone.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 company-approved couriers for regular pick-up and delivery timetable; investigation of claimsand follow-up for emergencies.Organizing return shipments.PER processing and follow up in collaboration with sales reps.Responsible for PER handling in line with quality guidelines.Collaborate in the CS global objectives, targets and KPIs: LFR KPI, Invoice Accuracy, Orders Accuracy, Phone Service Levels, % of automation & touchless.Management of Customer Service e-mail inbox.Receive & process orders for all customers which are received by e-mail, fax, Esker, OMQ, post and/or other channels.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 including responsibility for electronic invoicing.Daily control of invoices issued by the system, checking all orders have been invoiced.Issue required credit notes for cross-charges, 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

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