Customer Service Representative Milano

Customer Service Representative
Milano
Lombardia, Milano

About the role

- 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 and actively support local Customer Service management

ROLES & RESPONSIBILITIES

Front office activities:

- Receive & process orders for all customer which are received by telephone

- 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

- PER processing and follow up in collaboration with sales reps

- Responsible for PER handling in line with quality guide lines

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

- Master Data Maintenance (customer, materials, prices)

- 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)

- Assigned to more complex and specialized product lines or business activities (Capital Equipment, Export, EDI, new products )

- Run reports and ensure appropriate actions are taken by Customer Service Representative

- Work on process improvement and projects under the supervision of the Customer Service supervisor/manager

- Responsible to train and coach Junior Customer Service Representative and Customer Service Representative.

- Meet all rules listed in the St. Jude Medical Code of Business Conduct, the Health Care Professionals and the Stand & Deliver Policies

Inventory management (if applicable):

- Produce reports on inventory and consignment products with short UBD and alert sales and local management on a regular basis

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 FIFO method of product usage minimizing obsolescence

- Back up for Customer Service supervisor/manager

- Shared departmental responsibility with Regional Customer Service manager

- Contact person for some approved suppliers/know the terms and keep others informed, responsible for updating approved supplier log

EDUCATION & COMPETENCIES

- Upper secondary diploma/High school diploma - country specific

- Strong practical 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 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