Customer Service Representative
hace 2 semanas
Customer Service Specialist Job Description
At Zentiva Poland, we are seeking a highly skilled and experienced Customer Service Specialist to join our team. As a key member of our Customer Care department, you will be responsible for ensuring an effective customer service experience, seeking to find answers to all doubts and questions, processing orders, and ensuring their delivery in the shortest time possible.
Key Responsibilities:
- Manage and coordinate all tasks assigned to the Customer Care department, ensuring they are carried out within the company's procedures.
- Responsible for the Customer Care KPI's and respective monthly review.
- Manage and set priorities to ensure a good level of service and assistance to customers and their total satisfaction.
- Ensure that all orders received via EDI and/or Order Entry are correctly integrated into SAP.
- Process orders for psychotropic drugs in accordance with internal procedures.
- Control and management of delivery of orders prepared by the logistics operator, namely management of order priorities and respective follow-up.
- Manage the complaints and returns process in accordance with internal procedures and in partnership with the logistics operator and customers.
- Creation/Maintenance of Customer data in SAP in collaboration with the Sales and Finance departments.
- Manage the right invoicing to customers at the time the orders are delivered and to work closely with the logistic operator for the correct cash collection exercise.
- Ensure the creation and maintenance of prices in SAP for different groups of customers.
- Manage and respond to requests received from internal and external customers, ensuring a good level of customer service and total satisfaction.
- Be part of the Launch Team to be informed about new product launches.
Requirements:
- 10 years of experience in similar roles.
- High level degree in logistics or commercial areas.
- Good knowledge of English.
- Good level of Word, Excel and Outlook is required; SAP experience will be an added advantage.
Competency Requirements:
- Active listening to the internal and external customer.
- Excellent communication skills.
- Adaptability and autonomy.
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