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Customer Service Specialist

hace 4 meses

Madrid, España Zentiva Group A tiempo completo
Mission

Ensuring an effective customer service, seeking to find the answers to all doubts/questions, processing orders and ensuring its delivery in the shortest time possible.

Responsibilities

Order processing
  • Responsible 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 service
  • Ensure 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.
Others
  • Administrative 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 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.