Main purpose of the job:
Provide day-to-day support in order-to-cash processes orders, disputes, enquiries, order and delivery monitoring as well as supply chain processes (PAR level, carrier scheduling) through analytical and operational support.
Provide a professional level of support to customers, field staff and the back office teams by processing a broad knowledge of medical products, processes, tools and policies and ability to monitor product & information flows as well as resolving issues.
Contribute to the company goals in the areas of customer satisfaction.
Responsibilities:
- Responsible for monitoring physical & information flows
- Manage all incoming calls
- Handle all incoming e-mails to Customer Care shared mailboxes
- Key contact in the coordination and communication about deliveries with customers & sales
- Liaise with sales reps about customers, challenges & opportunities
- Responsible for issue resolution and reactive communication towards the customer, including coordination of the issues especially with back office teams.
- Responsible for logging a dispute when applicable, monitoring resolution and assist in resolving the issue
- Responsible for exceptional emergency order management flow
- Contribute to process improvement / standardization (internal/external)
- Inside Sales: Recognize sales opportunities and understand customer needs to collaborate hand in hand with the sales force
- Pro-actively contact the customer to explore possibilities and work on improvements
- Apply the Operating System principles in your daily work
- Adopt developments in the market and you are able to translate this into useful information for the organization
- Pro-active communication to customers about issues with shipments
- Track backorders with supply chain and communicate with customers & sales
- Short dated products monitoring
- Participation in projects initiatives in the Customer Service area to assure outstanding quality of service delivered to customers as well as to improve local processes.
Expectations:
- High school degree
- At least 3 year experience in customer service or logistic department
- Bilingual PL + EN spoken and written is a must
- Knowledge of ERP-Systems (preferable SAP)
- Excellent knowledge of MS Excel
- Demonstrated ability to work in cross functional teams
- Strong organization and time management skills
- Ability to manage multiple priorities and delegate when needed
- Possess excellent written & oral communication skills
- Ability to understand the customer needs is a must (customer focus)
- Result oriented
- Experience of working in multicultural environment is an advantage.
We offer:
- Our client offers you a professional, international, dynamical and high quality working environment, where personal development is stimulated and personal initiatives are encouraged. Your Development Plan will challenge you to further develop your personal skills and competencies, to build your career within our global organization