Pharmacy Customer Care Specialist Milano

Pharmacy Customer Care Specialist
Milano
Lombardia, Milano

For Our company in Milan (Italy) we are looking for a Pharmacy Customer Care Specialist.

Purpose of the role:

Management of orders in the Pharmacy channel, guaranteeing fulfillment and punctual delivery to the customer. Support the Customer Care team in day-to-day activities, especially in handling complaints.

- Manage the entire pharmacy channel order fulfillment flow (customer care blocking reason validation, fulfillment and invoicing);

- Manage backorder (lines revoked due to lack of product), preparation and sharing of the related report with the Sales Management;

- Manage the relationship with customers of the pharmacy channel in relation to the receipt and validation of sales orders (price control, payment regularity and product availability);

- Check the post-fulfillment status of the orders of the Executive Customers and monitoring of the delivery times; Manage customer inquiries regarding delivery date updates and order related issues;

- Support Agents, Area Managers and Key Account Managers in solving problems related to the orders they have placed;

- Manage order modification requests received from Agents, Area Managers or Key Account Managers, relating to changes in quantity, price/discount applied, delivery data, commercial activity, etc;

- Support the Customer Care team in managing customer master data modification requests and in creating new customers in ERP;

- Support the Customer Care team in the management of electronic invoicing: monitoring of the timing of sending accounting documents to customers, management of errors and waste according to the deadlines established by law;

- Manage the mailbox dedicated to Customers, tracing the requests received within the company CRM;

- Manage the mailbox dedicated to the external operative force/scientific representatives;

- Manage complaints within its competence, ensuring their correct resolution within the established deadlines;

- In particular, manage administrative complaints, ensuring the issuance of the credit note for the difference in price and/or discount missing within the order and the reissue of the invoice due to a change in the Customer's company name in compliance with the defined targets;

- Manage complaints of a commercial nature, received from customers, regarding order changes (change of delivery date, order cancellation, order modification, etc. );

- Support projects to improve the order management flow and related digitization.

**Education**:

- University Degree - Economics or similar

- At least 3 years of extensive work experience in similar role

- Prior work experience in the healthcare sector, specifically in pharmaceutical companies, biological sciences, nutrition, or cosmetics in the same field

**Technical Expertise**:

- Languages: Italian and English (fluent)

- Computer skills: Google Workspace, MS Office, ERP SAP (SD module), CRM platforms