Customer Service Specialist
hace 1 mes
Customer Service SpecialistMissionEnsuring an effective customer service, seeking to find the answers to all doubts/questions, processing orders and ensuring its delivery in the shortest time possible.ResponsibilitiesOrder processingResponsible for managing and coordinating all tasks assigned to the Customer Care department, ensuring that they are carried out within the company's procedures.Responsible for the Customer Care KPI's and respective monthly review.Manage and set priorities in order 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.Processing 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.To be part of the Launch Team to be informed about new product launches.External customer serviceEnsure that all incoming calls are answered. Solve customer problems/issues with a high degree of independence and work with other departments.Develop reports based on customer interactions that contain data about products, orders, processes and customer requests.Receive and register on the Extranet (logistics operator site) all customer complaints, ensuring all the necessary information for a correct investigation to be carried out. Carry out the internal follow-up until its closing.Act as the voice of the customer in company projects and initiatives.Constantly interact with the sales team in order to share information to resolve customer issues as quickly as possible.OthersAdministrative tasks necessary for the normal functioning of the department.SD Expert for SAP (production and testing systems).Close collaboration with Scientific Affairs Manager for product complaints coming from customers.Skills, Experience & Knowledge Requirements10 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 RequirementsActive 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.
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