JOB DESCRIPTION :
Section 1 : PURPOSE OF THE JOB
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
Section 2 : ROLES & RESPONSIBILITIES
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.
Section 3 : EDUCATION & COMPETENCIES
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, )
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
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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