Customer Service Representative

hace 4 semanas

Barcelona, Barcelona, España Centrient Pharmaceuticals Netherlands A tiempo completo
Job Description:

We are seeking an experienced Customer Service Representative to join our team at Centrient Pharmaceuticals Netherlands. As a key member of our Commercial/Customer Service department, you will be responsible for owning the order management process end-to-end and acting as a go-to person for customer and order-related questions.

Main Responsibilities:

  • Responsible for end-to-end order life cycle for assigned accounts (PFI, Confirmation, Order Booking, Cleaning, Dispatch, and Documentation).
  • Dedicated real-time customer support via phone calls, regular catch-up meetings, face-to-face meetings, and emails.
  • Responsible for meeting all KPIs related to customer segmentation.
  • Coordinate with Sales, Supply Chain, and Finance teams, including Planning, WH, International Logistics, export, import, and Finance, for on-time deliveries.
  • Status monitoring and driving fulfillment of open orders, in-transit deliveries, or any schedule updates, including escalation management.
  • Alignment with sales manager and franchise managers on demand allocation, deviations, and resolution.
  • Batch allocation as per customer requirements; share all relevant documentation as per CMS.
  • Shipment planning (rolling months) for all domestic, export, and intercompany shipments, including lead time considerations.
  • Order-related document handling.
  • Proactive communication to customers, sales, and relevant internal stakeholders.
  • Complaint handling for price and quantity.
  • Coordination of return process with logistics.
  • Ownership of customer master data records.

Requirements:

  • Minimum High School Diploma or equivalent.
  • 3+ years of experience in sales and/or call center within a business-to-business environment, including experience of liaising with internal distribution departments and customers/internally located internationally.
  • Fluent in English language equivalent to upper intermediate level B.2, plus fluency in language(s) required to operate in the region.
  • Strong communication skills, including active listening and clear articulation.
  • Ability to solve problems, alleviate conflicts, and escalate tactfully.
  • Ability to multitask, manage time, and prioritize.
  • Ability to work individually and as a team member.
  • MS Office – ERP system SAP.
  • Knowledge of Data mining tool (e.g., Celonis preferred).
  • Knowledge of CRM tools (e.g., SAP C4C preferred).

Salary: €45,000 - €55,000 per annum, depending on experience.

Benefits: We offer a local contract in a challenging, comprehensive, operational environment, with many opportunities for personal input and growth and plenty of discussions with other professionals. The organization is very flat. You have a lot of freedom and responsibility in an open, direct, and informal atmosphere.

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