Senior Associate Customer Service

Location: Netherlands

SIRE Life Sciences® is the market leader in life science recruitment. We believe the recruitment market needs to gear up in technology and continues innovation. We like technology, in a life science market driven on science, we couldn’t stay behind; we drive Recruitment Science. Investing a majority of our turnover in technology enables us to use unique Resource Technologies. By using highly advanced algorithms, we enable our team of Resource & Data Strategists© to maintain the most advanced, detailed and complete Life Sciences network in Europe. This big data enables us to work Reverse Recruitment©: we first analyze the market in-depth before we go out to the market. Because we analyze the whole market, we can compare facts and data. This enables us to do Facts & Big Data Recruitment©, making sure we, or better yet, you find the right career!

THE COMPANY
Our client is a professional Pharmaceutical organization, based in Noord-Brabant Netherlands.
It is a well-known organization in the pharmaceutical industry.

ROLE DESCRIPTION
Knowledge
- Understanding and application of principles, concepts, theories and standards of professional field
- Specialized knowledge within own specialty area
- Deepens knowledge through exposure and continuous learning
- Knowledge of related regulatory/industry considerations and compliance issues

Problem Solving
- Applies research, information gathering and analytical and interpretation
- skills to problems of diverse scope
- Ensures compliance within regulatory environment
- Develops solutions to a variety of problems of moderate complexity
- Screens, categorizes, evaluates, reconciles, reports and resolves data integrity issues
- Interprets generally defined practices and methods

Autonomy
- Works under general direction
- Work is guided by objectives of the departments or assignment
- Refers to established policies and precedents as needed
- May set project timeframes and priorities based on project objectives and ongoing assignments
- Recognizes and escalates problems
Contribution
- Contributes to department/unit by ensuring quality of tasks/services provided by self
- Contributes to the completion of milestones associated with specific projects or activities within own department or workgroup
- Applies knowledge and understanding of customer needs and other internal/external contacts
- Establishes working relationships with others outside area of expertise

Objectives
- Team lead or -member in cross functional projects
- Providing appropriate and accurate information and analysis for effective decision making in Customer Service Department
- Support of business Order to Cash processes and system improvements
- System and process training
- Manage compliance records (e.g. Non-Conformities, Change Controls)

RESPONSIBILITIES
Reporting and analysis
- Create reporting to support Customer Service department
- Create KPI reports and advises on issues to be elevated and discussed during the meetings within ABR CS and the Affiliates
- Advice on Customer Service processes by gathering information, research and analysis of data

Processes
- Facilitates the implementation of new processes or process changes
- Attends and/or facilitates cross-functional team meetings to develop and implement business solutions which optimize processes
- Take care of month end closing
- Identify potential issues and implement proactive solutions. Escalate to Management when (potential) issue cannot be solved by team
- ERP system support (Operational support, incident management, training)
- Initiate and execute improvements in order to increase effectiveness and efficiency of CS performance
- Initiate and manage SAP change requests
- Handle Quality Management System Records

Projects
- Project lead- or team member for overall Customer Service related projects
- Participate and contribute in global SAP and business improvement projects
- Initiate and manage internal CS continuous improvement projects

General
- Understanding of ABR core processes and impact on Customer Service


REQUIREMENTS
- Bachelor’s degree or equivalent in logistics and economics
- Strong user experience and interest in SAP Order-to-Cash module
- Typically 3 or more years of related professional experience
- Fluency in English, both in oral and written communication
- Excellence in working with MS Office
- Experience in working across various cultures
- Customer focus
- Problem solving and analytical skills
- Ability to deal with conflicting interest
- Availability outside office hours on an ad hoc basis
- Pro-active behavior
- Ensure quality

Preferred Requirements
- Time management skills
- Ability to communicate at various levels
- Ability to work under pressure
- Ability to work in teams
- Ability to oversee processes beyond own department
- Experienced in project work
- Motivated, persistent, eager to optimize, drive for excellence
- Reporting skills


Are you interested and do want to apply for this role, please fill out your application via the apply button below and contact Rosa Markus.