Customer Service Representative
hace 2 semanas
Job Summary
We are seeking a highly skilled Customer Service Specialist to join our team at Zentiva Group, A.S. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to work in a fast-paced environment.
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.
- Results orientation.
- Organization, anticipation, prioritization, rigor, commitment to the internal and external customer.
- Ability to deal with stress in emergency situations.
- Good problem-solving ability.
- Ability to intervene in continuous improvement projects, opportunities, process/system simplification.
About Us
Zentiva Group, A.S. is a leading pharmaceutical company dedicated to providing high-quality products and services to our customers.
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