? Urgente Front Office, Customer Service Agent

hace 4 semanas

Alcobendas, España Tevapharm A tiempo completo

.En Teva estamos comprometidos con la mejora de la salud de nuestros pacientes, de nuestra sociedad y de nuestro planeta, y el bienestar para los nuestros. TEVA es una de las compañías farmacéuticas que más pacientes trata en el mundo, 200 millones cada día, y su elemento diferencial es su participación en todo el ciclo de los medicamentos. Todo ello lo logramos produciendo y desarrollando medicamentos asequibles a través de procesos de alta calidad, así como fármacos especializados e innovadores, e ingredientes farmacéuticos activos. Una parte importante de su producción global la realiza Europa, posicionando al paciente en el centro de todo lo que TEVA hace y con un compromiso firme, transparente y ético con la sociedad y con el medio ambiente.Misión del rolLlevar a cabo funciones mixtas de Front Office/Back Office (principalmente Front Office), facilitando información, resolviendo las dudas y consultas que trasladen los clientes tanto externos como internos, así como realizando alguna tarea más administrativa/transaccional en relación con la gestión de clientes (validación de clientes, gestión documentación, etc).Qué hará el candidato/a cada día- Atención telefónica/correo electrónico de las incidencias o consultas de nuestros clientes, y registro de estas en el sistema tipificando de forma correcta, así como realizar la coordinación y seguimiento con los departamentos o áreas responsables de la ejecución de las actividades en relación con los procesos de:- Alta / modificación de clientes y chequeo de sus datos.- Pedidos y entregas (consultas, bloqueos, límites de crédito, etc.)- Devoluciones (recogidas, abonos, sustitución de productos, etc.)- Facturación (duplicados, incidencias, correcciones, etc.)Gestión de cobro (reclamación de impagados y facturas vencidas) de los clientes asignados a su cartera.Identificar cuellos de botella y áreas de mejoras en los procesos de servicio al cliente, proponiendo nuevas formas de trabajar con el menor impacto hacia el cliente, las áreas comerciales y logísticas de la compañía.Seguimiento junto con las áreas de Back Office para la resolución de incidencias en el tiempo establecido.Herramientas que utilizará: SAP; Avaya Telephone System; Veeva CRM; Oracle; Microsoft Office Tools (Excel); Email; Model N.Experiencia y cualificacionesLicenciado/a en económicas, empresariales o similar.Orientación al cliente, dotes comerciales, planificación, empatía, proactividad, dinamismo, con al menos 5 años de experiencia.Conocimiento del modelo Customer Service, conocimiento del modelo logístico, políticas de crédito y riesgo, uso de herramientas CRM de la compañía, conocimiento de producto, gestión de pedidos, gestión de entregas, facturación y cobro, optimización de procesos.¿Ya trabajando en Teva?Si eres un empleado actual de Teva, por favor aplica usando el portal interno de "Employee Central". De este modo tu aplicación se tramitará con preferencia

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