PRIMARY ROLE

Responsibility for customer service operations including but not limited to order management, shipment coordination, invoicing and shipping documents handling, complaints management, customer database update in CEE markets, as well as new product launches and demand forecast activities support with regards to customer service activities.

JOB DUTIES & RESPONSIBILITIES

85% of the time; Order management & Shipments Coordination

10% of the time; Demand forecast & New Product Launches Support

5% of the time; Reporting – Open Orders, Sales Data, others  

Essential Functions:

1. Ensure proper flow of products and information from order taking till shipment dispatch and receiving it by customer including:

Order taking from Customers (e-mail)Customer order entry into transactional systemPrices and delivery terms verifying with accepted offersInternal notification to involved teams about new orders according to existing processesMonitoring orders processing progress and proactive work to identify potential risk for keeping timeliness of orders promised dates

2. Preparation of documents concerning order handling:

Sales invoices gathering from transactional system and sending them to customersCredit/Debit notes issuing based on proper acceptation flow processes -  business reasons, returns, complaintsOther necessary documentation preparation or gathering to ensure proper service for customersCreating correspondence, reports and other documents which are in responsibility of customer service

3. Complaints service:

Claims receiving from customersProactive work to solve customers’ complaints in line with internal policies and proceduresGiving feedback to customers regarding the status of complaintsReceiving information from customers about adverse events and reporting them to Pharmacovigilance department

4. Building relationship with customers:

Knowledge of customers’ purchasing processesObtaining customers’ registration documentsOrders receivingInformation on the products' availabilityInformation about the order status after verification with transport departmentPromised delivery dates confirmationVerification of product stock level at customer side, if necessary

5. Customer database update:

Updating customer address data in the databaseCoordinating process of setting up new customers in the database

6. Strengthen relationship with all departments like logistics, transportation, supply chain, quality, RA, finance, sales & marketing

7. Timely execution of tasks assigned by Supervisor

8. Compliance with company procedures

9. Compliance with procedures and regulations in served markets

10. Archiving documents related to Customer Service area

EDUCATION & EXPERIENCE REQUIREMENTS

Essential:

Minimum Secondary education in general administrationMinimum two years of customer service experience in product sale and distribution (customer service or direct cooperation with customers)Fluent EnglishProficient with Microsoft Office package tools, especially Word and Excel

Desired:

Experience with logistics operations and product supplyingExperience with SAP

COMPLEXITY & PROBLEM SOLVING

Product availability monitoring and back orders handlingSales conditions control and proper applying in daily operationsTimely coordinating orders shipmentsHandling customer complaintsPrecise communication with logistics teams, business and customers

INTERNAL & EXTERNAL CONTACTS

Quality Assurance – handling product release, customer complaintsTrade Compliance – denied party screeningFinance – credit control handlingCluster Operations Lead – product availability, orders compliance with demand forecast, new product introduction activities support etc.Logistics team at the plants – orders shipments organizing and shipping documentationBusiness – sales conditions validation, open orders and sales reporting, demand forecast validation coordination, new product launch plans confirmationCustomers – orders fulfilment and deliveries confirmation