PURPOSE OF THE JOB

• 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 Order Entry independently and actively support local Customer Service management

ROLES & RESPONSIBILITIES

Front office activities:

• Receive & process orders for all customer

• Receive & process customer support request for all customer which are received by e-mail, phone.

• Receive customer complaints which are received by telephone, e-mail ecc…

• 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:

• Receive & process orders for all customer which are received by e-mail, fax or post.

• 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

• Follow up on customer support request

• Master Data Maintenance (customer)

• Actively participate in any required product tracking research when required

General activities:

• 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

• Meet all rules listed in the ANI Policies

EDUCATION & COMPETENCIES

• Upper secondary diploma/High school diploma – country specific

• Strong practical experience in Order Entry

• Fluent in local language

• English- high level, written and spoken

• Knowledge of Microsoft Office

• Knowledge of ERP packages (BPCS, 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

• Experience in e-Commerce