Customer Service Specialist

Recordati has been at the forefront of life-enhancing and life-changing medicines for almost 100 years. With its beginnings in a family run pharmacy in Correggio, Italy in the 1920s, Recordati is now a global pharmaceutical force, listed on the Italian stock exchange, with over 4,200 employees.

**We are a group of like-minded, passionate individuals who go to extraordinary lengths for our partners, customers, investors and the people across the globe who we serve. We develop and commercialise medicines to serve people living with common diseases, as well as those living with some of the rarest, in around 150 countries.**

**Job purpose**
- Customer service processes, including Marketing & Sales, schedule and planning adherence, reporting
- Addressing customer needs and ensuring they have a good experience
- Demand management in order to optimize the customer service level
- Participation in the plant-related budget process

**Key responsibilities**
- Coordinate and supervise detailed forecasts by period through the planning horizon covered by customers need and master production schedule
- Skilled at transforming customer feedback into actionable insights that drive revenue, increase customer loyalty, and improve processes
- Customer feedback and collaborate with management to determine the root cause of issues
- Escalation of critical transactions
- Safeguarding an effective information and training flow within the department
- Safeguarding the continuous improvement processes in his/her area of responsibility
- Budget responsibility for the organisation in the care of the holder of the position
- Support and advise, Marketing & Sales Management on performance improvement initiatives.
- Realize performance improvement projects

**Activities**
- Analyze the forecasting process and its strengths and limitations and timely customer order handling and communication (forecast, incoming orders, order confirmation, delivery, invoice)
- Sales forecasts (data collection, analysis, reporting)
- Management of the interfaces with global functions
- Cooperation with Supply Chain Manager Management Reporting

**Required skills and experience**
- Bachelor degree
- Good knowledge of Customer Service as a result of at least 8 year of experience
- Fluent English
- Good ERP know-how (SAP/R3-know-how an advantage), MS-Office
- Good understanding of Sales processes and business management processes
- Ideally experience in the area of Pharma or FMCG
- Customer and service orientated as well as business management way of thinking and acting
- Skill set, like active listening, empathy, problem-solving and communication
- Distinctive team ability
- Independent, target-orientated way of working
- Organisational ability and self-reflection
- Resolute and assertive personality
- Flexible
- Pronounced communicative ability
- High resilience

“_At Recordati, we believe in equal opportunities and we guarantee that everyone can achieve their potential. We see diversity as a value and will not tolerate any discrimination based on ethnicity, nationality, gender, sexual orientation, disability, age, political or religious belief, or any other personal characteristics. At Recordati, we work hard to create a safe and inclusive work environment, where we all have our rights to physical and psychological integrity respected on a daily basis, as well as our right to freedom of opinion and association. We recognise that we each have a role to play in the success of our business and we implement staff development policies through which everyone's contribution and achievements can be appropriately rewarded._”