Spanish Order Management Administrator

Job description

Position Title: Customer Support Representative (Spanish)
Report to: Customer Support Supervisor

Position Summary:
Provide customer support, including order processing, query handling, sales support and communication with internal & external customers. We are looking for a professional and friendly person who will enjoy a multi-cultural and quality driven work environment.

Main areas of responsibility:

Order administration
· Ensuring all orders received via telephone, fax, post, email & EDI are processed accurately and promptly upon receipt. · Ensure daily, weekly and monthly reporting is carried out as per business requirements
· Provide product information and technical advice. · Complete diverse administrative tasks according to customer/market requirement.

· Ensure that all customer queries - order queries, stock situation, deliveries, invoices are resolved satisfactorily.

· Monitoring the invoicing process.

· Process returns from the customer in accordance with company policy. Customer Loyalty
· Manage a portfolio of top revenue generating customers in order to increase customer loyalty.

· All queries handled according to specific quality guidelines. · Work closely with internal/external customers to build and maintain customer loyalty.
· Tailor solutions to customer needs. · Take full ownership of all customer issues/complaints till resolution, including corrective and preventive actions.

· Identify teaching opportunities.
· Escalate all product complaints (technical and medical) to the Quality dept in the local market.

Cross-functional Collaboration

· Liaise with key departments such as Sales, Warehouse, Accounts Receivable, Data Base Admisistration and Field Service to coordinate daily activities.
Compliance

· Enforcement of new and existing Abbott policies to both internal and external customers.

· Adhere to and maintain Standard Operating Procedures.

· Participate in internal and external Quality audits.

· Keep up-to-date with process and product changes via our online Learning Management System, in-class training and external courses.
· Involvement in special projects.

Desired profile

Qualifications :

Education and Experience:

· Educated to Leaving Certificate standard or equivalent; 3rd Level desirable.

· Fluency in Spanish is essential and also strong level of English.

· Computer knowledge: Windows application Word/Excel to Intermediate level, including basic keyboarding skills (+ 35 wpm).


Additional systems skills preferable ;

· Outlook

· Quality Management System knowledge an advantage.

· Travel may be required.

· Minimum 1 year of experience in a Customer related environment.

· SAP knowledge is an advantage



Essential Skills and Abilities :

· Organisational skills

· Excellent interpersonal and problem solving skills.

· Excellent telephone manner and professional writing skills

· Team player.