Customer Service Representative

1 giorno fa

Milano, Italia Abbott Laboratories A tempo pieno

About the role
- Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, 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 customer which are 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 emergency
- Organizing return shipments
- PER processing and follow up in collaboration with sales reps
- Responsible for PER handling in line with quality guide lines

Back office activities:

- 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 incl. 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 Representative
- Work on process improvement and projects under the supervision of the Customer Service supervisor/manager
- Responsible to train and coach Junior Customer Service Representative and Customer Service Representative.
- Meet all rules listed in the St. Jude Medical Code of Business Conduct, the Health Care Professionals and the Stand & Deliver Policies

Inventory management (if applicable):

- 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):

- Responsible for all activities in the local warehouse
- Packing and dispatch of products from local warehouse if needed
- Receive returned products and update the ERP system if needed
- Provide input to stock requirements
- Follow up on stock deliveries
- Use system to ensure FIFO method of product usage minimizing obsolescence
- Back up for Customer Service supervisor/manager
- Shared departmental responsibility with Regional Customer Service manager
- Contact person for some approved suppliers/know the terms and keep others informed, responsible for updating approved supplier log

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 of initiative and adaptability to permanent evolving organizations
- Sensitive to the importance of the product

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