Customer Service Representative

Job description

JOB DESCRIPTION:

PURPOSE OF THE JOB

·  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:

·  Receive & process orders for all customer which are received by e-mail, fax or post.
·  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

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

If assigned:

·  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

     

The base pay for this position is
N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Support Services

     

DIVISION:

CRM Cardiac Rhythm Management

        

LOCATION:

Italy > Milan : Viale Edison 110, Edison Park Centre

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Not specified

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable