Associate Customer Service Specialist

Job description

MAINPURPOSE OF JOB

Direct contact person for all customers within the country for all of Medtronic Arabia’s Business units and for Medtronic International Customer Care & Supply Chain group, concerning sales / purchase orders proceeding and relative documentation preparation. Working in close cooperation with the Customer Care & Supply Chain Manager, Business unit managers and finance Manager. Support sales activities and contributes to structural improvement projects. The job requires good knowledge of Incoterms, customs clearance and certification procedures, understanding of products flow through third party logistic suppliers to the transit warehouses and final customers. The job requires excellent communication skills. The challenge is getting to know the customer, complying with their specific requirements and take care of their needs.

MAIN JOB DUTIES/RESPONSIBILITIES

Order Management & Customer Service Excellence

·     Process and follow up of orders in compliance with current policies, procedures and work instructions.

Follow up of financial (payment) situation and control the fulfilment of contractual terms by Customers in close collaboration with Finance department and Business Unit Managers.

·     Support of sales contracts.

·     Day-to-day close relationship with distributors and service providers.

·      Maintenance of Customer and Material Master Files.

·     Work on structural process improvements with Customers and Business Unit Managers.

·     Coaching of new hires in customer service department.

Reverse Logistics Management

·     Management of customer complaints and return process.

·      Coordination on warranty issues.

·     Maintenance of return acceptance criteria.

·     Provide customers pro-actively with the information they need on reverse logistics issues

·     Follow up on Distribution Hold Notifications and the return of hold products to Medtronic suppliers.

Supply Chain Management

·      Monitoring of shipments «In-transit».

·     Support of customs clearance procedure.

·     Support of inventory management. Damaged/missed goods monitoring.

·     Control over product availability to reduce items on back-order.

·      Support of abnormal demand detecting and managing

·     Coaching and feedback to Supply Chain on structural improvement possibilities.

New Local Legal Entity (OOO) logistics establishment

·     Support organizing of excellent, efficient third party warehousing & distribution operations.

·     Support of establishing of effective quality management system

JOB PERFORMANCE:

·    Maintain and grow market share with strategic accounts.

·   Works effectively across-boundaries.

Desired profile

JOBQUALIFICATIONS

 

·     Higher education in Economics or Technical

 

JOBEXPERIENCE

 

·   Minimum 2 years work experience in Customer Service in a multinational company.

·   Work experience in Medical Device or Pharma

·    SAP know-how

·   General customs regulations Experience

 

SKILLS/COMPETENCIES

·     Excellent communication skills

·     Accurate

·      Customer focus

·     Team player

·     Stress resistant

·     Judgement and courage to make the right decisions.

·      Innovative thinking.

·     Strategic thinking.

·     Competency to deal effectively with ambiguity and complex problem solving.

·     Broad knowledge of applicable tasks and procedures.

·      Fluent English both written and spoken

·     Fluent local language depending on the country

 

Travel Required

 

Willingness to travel 5%