Customer Service Representative
Veenendaal, Utrecht , Netherlands
13 dagen geleden



  • First responsible for PER Complaint Handling.
  • Take care of timely handling of PER returns and questions in cooperation with the QA team.
  • Return devices in timely manner in the ERP (SAP) system.
  • 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

    Front office activities :

  • 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
  • Back office activities :

  • 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
  • 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)
  • Provide hands on training to new customer service employees on customer service related activities
  • Meet all rules listed in the Abbott Medical Code of Business Conduct, the Health Care Professionals and the Stand & Deliver Policies
  • Contact person for some approved suppliers / know the terms and keep others informed, responsible for updating approved supplier log (if applicable)
  • Inventory management (if applicable) :

  • Produce reports on inventory and consignment products with short UBD and alert sales and local management on a regular basis, only on a backup bases.
  • 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 FEFO method of product usage minimizing obsolescence
  • Responsibilities for all functions :

  • This job description is intended to describe the general nature and level of the work being performed by people assigned to this work.
  • This is not an exhaustive list of all duties and responsibilities.

  • When tasks and responsibilities are assigned outside the scope of normal duties, the employee must understand the level of decision making for which he / she is responsible and if in doubt clarify this with his / her supervisor.

  • Upper secondary diploma / High school diploma country specific
  • Previous 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 and service 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
  • Section 4 : BACK UP

  • Customer Service Representative
  • Senior Customer Service Representative
  • Customer Service Manager
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