Mission

Ensuring an effective customer service, seeking to find the answers to all doubts/questions, processing orders and ensuring its delivery in the shortest time possible.

Responsibilities

Order processing

• Responsible for managing and coordinating all tasks assigned to the Customer Care department, ensuring that they are carried out within the company's procedures

• Responsible for the Customer Care KPI's and respective monthly review

• Manage and set priorities in order to ensure a good level of service and assistance to customers and their total satisfaction

• Ensure that all orders received via EDI and/or Order Entry are correctly integrated into SAP

• Processing orders for psychotropic drugs in accordance with internal procedures

• Control and management of delivery of orders prepared by the logistics operator, namely management of order priorities and respective follow-up.

• Manage the complaints and returns process in accordance with internal procedures and in partnership with the logistics operator and customers

• Creation/Maintenance of Customer data in SAP in collaboration with the Sales and Finance departments.

• Manage the right invoicing to customers at the time the orders are delivered and to work closely with the logistic operator for the correct cash collection exercise.

• Ensure the creation and maintenance of prices in SAP for different groups of customers

• Manage and respond to requests received from internal and external customers, ensuring a good level of customer service and total satisfaction

• To be part of the Launch Team to be informed about new product launches

External customer service

• Ensure that all incoming calls are answered. Solve customer problems / issues with a high degree of independence and work with other departments.

• Develop reports based on customer interactions that contain data about products, orders, processes and customer requests.

• Receive and register on the Extranet (logistics operator site) all customer complaints, ensuring all the necessary information for a correct investigation to be carried out. Carry out the internal follow-up until its closing

• Act as the voice of the customer in company projects and initiatives

• Constantly interact with the sales team in order to share information to resolve customer issues as quickly as possible.

Others

• Administrative tasks necessary for the normal functioning of the department

• SD Expert for SAP (production and testing systems).

• Close collaboration with Scientific affairs Manager for product complaints coming from customers. 

Skills, Experience & Knowledge Requirements

• 10 years of experience in similar roles

• High level degree in logistics or commercial areas

• Good knowledge of English

• Good level of Word, Excel and Outlook is required; SAP experience will be an added advantage.

Competency Requirements

• Active listening to the internal and external customer

• Excellent communication skills

• Adaptability and autonomy

• Results orientation

• Organization, anticipation, prioritization, rigor, commitment to the internal and external customer

• Ability to deal with stress in emergency situations

• Good problem solving ability

• Ability to intervene in continuous improvement projects, opportunities, process/system simplification.