Amazon & E-commerce Clerk

1 mese fa

Roma, Italia Abbott Laboratories A tempo pieno

PURPOSE OF THE JOB

• 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 applicable legislation.

• Manage all daily activities in Order Entry independently and actively support local Customer Service management.

ROLES & RESPONSIBILITIES

Front office activities:

  • Receive & process orders for all customers.
  • Receive & process customer support requests for all customers which are received by e-mail or phone.
  • Receive customer complaints which are received by telephone or e-mail.
  • 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.

Back office activities:

  • Receive & process orders for all customers which are received by e-mail, fax, or post.
  • Follow procedures related to the receiving, checking, and creation of 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.
  • Follow up on customer support requests.
  • Master Data Maintenance (customer).
  • Actively participate in any required product tracking research when required.

General activities:

  • 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.
  • Meet all rules listed in the ANI Policies.

EDUCATION & COMPETENCIES

  • Upper secondary diploma/High school diploma – country-specific.
  • Strong practical experience in Order Entry.
  • Fluent in local language.
  • English - high level, written and spoken.
  • Knowledge of Microsoft Office.
  • Knowledge of ERP packages (BPCS, SAP, etc.).
  • Team player.
  • Customer-oriented.
  • Good organizational 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.
  • Experience in e-Commerce.
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