Provide internal and external customers with the best possible service in terms of order processing, pricing and billing inquiries, service requests, and customer complaints.
• Compliant with internal processes and procedures (e.g. ABBOTT Quality System) and with the applicable legislation.
• Manage all daily activities in customer service independently and actively support local Customer Service management.
ROLES & RESPONSIBILITIES
Front office activities:
* Receive & process orders for all customers received by telephone.
* Handle customer complaints and perform investigations.
* Follow up on pricing discrepancies with Customer Service management/tender department/division manager/sales manager.
* Issue required credit notes for returns and complaints within the official procedural deadlines.
* Maintain daily contact with company approved couriers for regular pick-up and delivery timetable; investigation of claims and follow-up for emergencies.
* Organizing return shipments.
* PER processing and follow up in collaboration with sales reps.
* Responsible for PER handling in line with quality guidelines.
Back office activities:
* Receive & process orders for all customers received by e-mail, fax, or post.
* Follow procedures related to the receiving, checking, and creation of the sales orders/invoices.
* Production of relevant paperwork i.e. packing lists, proforma invoices, and credit notes.
* Perform and execute all invoicing in a timely and precise manner including responsibility for electronic invoicing.
* Daily control of invoices issued by the system, checking all orders have been invoiced.
* Issue required credit notes for cross-charges, rebates, and price corrections within the official procedural deadlines.
* Follow up on backorders.
* Master Data Maintenance (customer, materials, prices).
* Actively participate in any required product tracking research when required.
* Support quality and sales department in FSCA (Field Safety Corrective Action) implementation.
General activities:
* Consignment and warehouse count (organization, reconciliation, and follow-up).
* Assigned to more complex and specialized product lines or business activities (Capital Equipment, Export, EDI, new products…).
* Run reports and ensure appropriate actions are taken by Customer Service Representatives.
* Work on process improvement and projects under the supervision of the Customer Service supervisor/manager.
* Responsible to train and coach Junior Customer Service Representatives and Customer Service Representatives.
* Meet all rules listed in the Abbott Code of Business Conduct.
EDUCATION & COMPETENCIES
* Upper secondary diploma/High school diploma – country specific.
* Strong practical experience in Customer Service.
* Fluent in local language.
* English - high level, written and spoken.
* Knowledge of Microsoft Office.
* Knowledge of ERP packages (SAP).
* Team player.
* Customer oriented.
* Good organization ability.
* Good communication skills for internal and external contacts.
* Positive reaction to working in a “deadline” environment, stress resistant.
* Integrity.
* Sensitive to initiative and adaptability to permanently evolving organizations.
* Sensitive to the importance of the product.
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