IndirizzoDescrizione del lavoro:
JOB DESCRIPTION:
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. (COMPANY NAME) 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:
* 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
* 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
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
If assigned:
* 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
The base pay for this position is N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Support Services
DIVISION:
CRM Cardiac Rhythm Management
LOCATION:
Italy > Milan : Viale Edison 110, Edison Park Centre
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Not specified
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Not Applicable
