Customer Care Account Analyst

To provide exceptional customer service based on the company’s mission and vision, quality policy and product knowledge to ensure the highest level of satisfaction, including processing orders accurately and timely, replenishing stock based on incoming orders, monitoring inventory, complaint resolution and coordinating and verifying shipping of packages and the return of units in line with the Terms and Conditions. Also ensuring that records of transactions in inventory and in orders are kept.

**Necessary Duties and Responsibilities include the following**:
Inventory Follow up:

- Monitor and maintain inventory levels according to orders received.
- Coordinate inventory production with the Inventory Analyst, Customer Care Supervisor and Customer Care Manager to include special requests related with one-time sales and the inclusion or removal of customers and/or products.
- Execute general reporting with planning engineers to ensure items will be available on the requested date.
- Process sales orders; track orders and investigate issues.
- Follow up on Flash Consignment sales to ensure a timely return of unused units and invoicing within the defined time period.
- Replenish and invoice the permanent consignment stock to maintain the customer’s inventory level.
- Process and report invoices for payment and credit notes for returns.
- Respond to inquiries from customers regarding status of sales orders.
- Follow up backorders and offer replacements to customers.
- Coordinate pick-ups with customers and logistics providers.

Order Fulfillment and service:

- Process and edit orders received from customers and resolve any discrepancies.
- Support sales reps & Commercial Department in customer setup, keep customer requirements up-to-date, account maintenance offering commercial materials and strengthening the business relationship.
- Enter, process, and verify orders in a timely manner.
- Collaborate with Supply Chain and freight forwarders to ensure orders ship timely and appropriately to customers.
- Work to resolve customer issues and concerns.
- Partner with Commercial Department and other Customer Care members to meet and exceed customer and internal expectations by listening to their needs, communicating regularly with each stakeholder, and identifying areas of improvement.
- Support customers with questions concerning their contract (such as prices, clauses, etc.), organization of events, product concerns and benefits, among others.
- Collaboration in training new hires, support their learning curve and provide feedback to Customer Care Supervisor.
- Ensure accurate pricing in coordination with Sales and Legal Departments.
- Respond to inquiries from customers regarding status of orders and returns, availability of products and questions about our product portfolio.
- Process and report invoices in line with our Terms and Conditions for payment.
- Resolve product or service issues by:

- Clarifying the customer's complaint
- Determining the cause of the issue
- Selecting and explaining the best solution
- Expediting correction or adjustment
- Following up to ensure resolution and customer satisfaction.
- Follow internal procedures, guidelines and policies applicable to Customer Care.
- Develop, strengthen, and maintain partnerships with external and internal stakeholders of the organization, who can provide information, assistance, and support by creating business relationships that will allow them to bring excellence to the department.
- Assess multiple tasks, and develop plans to complete them in a logical and efficient manner.

**Relationships and Roles**:
Reports to the Customer Care Supervisor.

Works closely with Customer Care Manager, Supply Chain in EDC and TDC, Production Planners, Sales Support Executives, Inventory Analysts, Marketing Department, Commercial Department, Regulatory Affairs, Quality Assurance and Clinical Department.

**Job Specifications**:

- Knowledge of supplies, equipment, and/or services ordering and inventory control.
- Knowledge of Import / Export processes and methods.
- Ability to perform stock counts to report data.
- Capacity to reconcile stock counts, when needed, to report data.
- Exceptional attention to detail.
- Database management skills.
- Ability to prepare routine administrative paperwork.
- Ability to maintain a consistent high level of attention to detail.
- Minimum of 1-year Customer Service experience.
- Proficiency in MS Office tools (Outlook, Excel, Word). Knowledge of SAP is a plus.
- Ability to develop, strengthen, and maintain partnerships with others inside or outside the organization, who can provide information, assistance, and support.
- Team Player.
- Creative problem solver.
- Proactive, collaborative and communicative.
- Manages time skillfully and thrives in a fast-paced environment, juggling multiple priorities.
- Ability to establish and meet deadlines.
- Ability to multitask due to constantly changing priorities and opportunities.
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