Customer Service Specialist

Contenuto del lavoro

• Assure an efficient supply of goods to assigned customers, executing orders in the ERP system, to deliver the required product, the correct volume and quality at the right time, in the requested point in the country.
• The Customer Service Specialist is responsible for the entire order management process, steering and controlling the order process in SAP and APO planning systems during the whole lifecycle of the sales order. Acts as single point of contact for the customers in the assigned geographical region.
• Collaborate with back-office teams to review KPI results of relevant tasks and implement corrective actions, as needed (e.g. sales order accuracy, timely input of complaints into SAP, etc.)
• The mission of the Customer Service Specialist is to ensure high service level towards customers and acquire market knowledge and products specificities in order to act proactively and avoid back-orders situations.

• Manage customer purchase orders and sales order entry.
• After full sales order completion, release delivery block to ensure timely sales order execution. Ensure all sales order information and documentation are accurate and complete.
• Control all orders within firm period, check and convert the requirements within the planning time fence.
• Management of regular commissions according to customer profiles and irregular credit, debit notes for adjustments
• Proactive preparation for month and quarter end sales order execution
• Tracking the availability of materials to secure the delivery of the orders on time and in full
• Cross functional communication with numerous departments to ensure fulfillment of customer requests (Manufacturing sites, Procurement Manager, Demand, NPI, Logistics Execution, Quality Assurance, Finance, Commercial, Regulatory Affairs)
• Entry of Abbott affiliate and customer complaints into SAP, monitor and follow up with back-office logistics execution team
• Perform order reviews with customers as part of the S&OP process

• In time delivery of ordered goods for the assigned customers / products.
• Provide timely information to Abbott affiliates and customers on all steps related to the complete process from customer need, delivery and shipment to the customer.
• Ensure high service level towards customers
• Execution of the processes according to internal and external regulations

• Covers within the Supply Chain organization all processes from the creation of a sales order to the requested delivery point for the assigned suppliers or products.
• Key contact for our customers

• .Commercial or logistical education
• Professional formation and experience gained through a previous and comparable position

• Proven experience in order processing in a customer service department, preferably in the pharmaceutical industry
• Basic knowledge in transport and logistics, Incoterms, etc.
• Experience with ERP systems, preferably SAP and APO planning tool
• Thorough knowledge of administrative procedures and MS Office systems
• High level of personal and professional integrity
• Strong work ethic with a high degree of flexibility
• Good negotiation skills, very good written and oral communication skills
• Ability to work cross functionally
• Ability to understand different attitudes and cultures, and to deal with them in an effective way
• Highly customer-oriented attitude, analytical, problem solving and active follow up
• Task oriented (Teamwork), high ability to work independently or with others
• High flexibility (ability to adapt and work efficiently in different situations)
• Excellent command of English is essential; knowledge of any other language is an asset for country allocation and customer service support.