Section 1: PURPOSE OF THE JOB
1. Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service requests and customer complaints
2. Compliant with internal processes and procedures (e.g. Abbott Quality System) and with the applicable legislation.
3. Manage all daily activities in customer service independently and actively support local Customer Service management
Section 2: ROLES & RESPONSIBILITIES
Front office activities:
4. Receive & process orders for all customer which are received by telephone
5. Handle customer complaints and perform investigations
6. Follow up on pricing discrepancies with Customer Service management/tender department/division manager/sales manager
7. Issue required credit notes for returns and complaints within the official procedural deadlines
8. Maintain daily contact with company approved couriers, for regular pick-up and delivery timetable; investigation of claims and follow-up for emergency
9. Organizing return shipments
10. PER processing and follow up in collaboration with sales reps
11. Responsible for PER handling in line with quality guidelines
Back office activities:
12. Receive & process orders for all customer which are received by e-mail, fax or post.
13. Follow procedures related to the receiving, checking and creation of the sales orders/invoices
14. Production of relevant paperwork i.e. packing lists, proforma invoices and credit notes
15. Perform and execute all invoicing in a timely and precise manner incl. responsibility for electronic invoicing
16. Daily control of invoices issued by the system, checking all orders have been invoiced
17. Issue required credit notes for cross-charges, rebates and price corrections within the official procedural deadlines
18. Follow up on backorders
19. Master Data Maintenance (customer, materials, prices)
20. Actively participate in any required product tracking research when required
21. Support quality and sales department in FSCA (Field Safety Corrective Action) implementation
General activities:
22. Consignment and warehouse count (organization, reconciliation and follow-up)
23. Assigned to more complex and specialized product lines or business activities (Capital Equipment, Export, EDI, new products…)
24. Run reports and ensure appropriate actions are taken by Customer Service Representative
25. Work on process improvement and projects under the supervision of the Customer Service supervisor/manager
26. Responsible to train and coach Junior Customer Service Representative and Customer Service Representative.
27. Meet all rules listed in the Abbott Medical Code of Business Conduct, the Health Care Professionals and the Stand & Deliver Policies
Inventory management (if applicable):
28. Produce reports on inventory and consignment products with short UBD and alert sales and local management on a regular basis
Local warehouse activities (if applicable):
29. Responsible for all activities in the local warehouse
30. Packing and dispatch of products from local warehouse if needed
31. Receive returned products and update the ERP system if needed
32. Provide input to stock requirements
33. Follow up on stock deliveries
34. Use system to ensure FIFO method of product usage minimizing obsolescence
If assigned:
35. Back up for Customer Service supervisor/manager
36. Shared departmental responsibility with Regional Customer Service manager
37. Contact person for some approved suppliers/know the terms and keep others informed, responsible for updating approved supplier log
Responsibilities for all functions:
38. This job description is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities.
39. When tasks and responsibilities are assigned outside the scope of normal duties, the employee must understand the level of decision making for which he/she is responsible and if in doubt clarify this with his/her supervisor.
Section 3: EDUCATION & COMPETENCIES
40. Upper secondary diploma/High school diploma – country specific
41. Strong practical experience in Customer Service
42. Fluent in local language
43. English- high level, written and spoken
44. Knowledge of Microsoft Office
45. Knowledge of ERP packages (SAP, …)
46. Team player
47. Customer oriented
48. Good organization ability
49. Good communication skills for internal and external contacts
50. Positive reaction to working in a “deadline” environment, stress resistant
51. Integrity
52. Sensitive of initiative and adaptability to permanent evolving organizations
53. Sensitive to the importance of the product
Section 4: BACK UP
54. Customer Service Representative
55. Junior Customer Service Representative
56. Customer Service Supervisor
Customer Service Manager