Customer Service Representative

Position located in Madrid to support customers in Portugal.

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 complaintsCompliant with internal processes and procedures (e.g. Abbot Medical 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 customerHandle customer complaints and perform investigationsFollow up on pricing discrepancies with Customer Service management/tender department/division manager/sales managerIssue required credit notes for returns and complaints within the official procedural deadlinesMaintain daily contact with company approved couriers, for regular pick-up and delivery timetable; investigation of claims and follow-up for emergencyOrganizing return shipmentsPER processing and follow up in collaboration with sales repsResponsible for PER handling in line with quality guide lines

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/invoicesProduction of relevant paperwork i.e. packing lists, proforma invoices and credit notesPerform and execute all invoicing in a timely and precise manner incl. responsibility for electronic invoicingDaily control of invoices issued by the system, checking all orders have been invoicedIssue required credit notes for cross-charges, rebates and price corrections within the official procedural deadlinesFollow up on backordersMaster Data Maintenance (customer, materials, prices)Actively participate in any required product tracking research when requiredSupport quality and sales department in FSCA (Field Safety Corrective Action) implementation

General activities:

Consignment 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 RepresentativeWork on process improvement and projects under the supervision of the Customer Service supervisor/managerResponsible to train and coach Junior Customer Service Representative and Customer Service Representative.

EDUCATION & COMPETENCIES

Upper secondary diploma/High school diplomaStrong practical experience in Customer Service at least 2 years. (Valuable)Portuguese native speaker or C2 level. (Manadatory)Fluent in Spanish. (Manadatory)English- high level, written and spoken. (Manadatory)Knowledge of Microsoft OfficeKnowledge of ERP packages (SAP, …). (Valuable)Team playerCustomer orientedGood organization abilityGood communication skills for internal and external contactsPositive reaction to working in a “deadline” environment, stress resistantIntegritySensitive of initiative and adaptability to permanent evolving organizationsSensitive to the importance of the product

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