*** German Speakers only ****
Contributes to the completion of milestones associated with commercial order management and specific projects or activities within the team or department related to commercial supply chain
Appropriately solves administrative issues.
Ensures optimal internal and external customer satisfaction in line with policies and procedures
Ensures compliance with SOX & GMP regulations
Unique first point of contact for customers, affiliates and Local Service Providers (LSPs).
Call- and mail handling with Customers, affiliates and LSPs.
Develops and maintain good relationships with internal/external customers (affiliate, physician, pharmacist, wholesaler, hospital, distributor etc, other ABR departments), and LSPs
Exchanges complex information with customers to solve problems within procedures and/or provide ongoing support to ensure customers are satisfied.
Discusses, accepts, enters and follows up on customer service complaints.
Identifies & Initiates process improvements to decrease number of service complaints
Executes track and trace on daily basis, follows up on delays, and signs off reports
Executes returns for all order types, credit and debit notes, follows up timely release
Customer Master Data
Sets-up new customer; Initiates (e-)form, follows-up with affiliate and the new customer, and performs Customer Master Data entry
Maintains and updates Customer Master Data requests.
Ensures knowledge of GMP/GDP and job related training is up to date.
Handles and resolves service/transport issues (including track & trace)
Provides departmental support upon request
Identifies and initiates process improvements
Provides input for the monthly (country) KPIs.
Works under general direction, seeks assistance as needed
Finds applicable alternatives in line with regulations and processes
Relates day-to-day work to business priorities
Applies broad-based research, information and analytical skills to factual info
Timely process of credit, debit and return orders, tracks and trace reports including following up on delays, and logs customer service complaints
Handles call and mail; ensures precise and promptly response to customer queries with the agreed service levels and applicable conditions
Correct Customer Master Data set up and review
Identifies and initiates Front office related process improvements
Provides input for monthly country KPIs
The knowledge and skills necessary to perform the duties of this position are typically acquired through the following combination of education, experience and knowledge, or the equivalent.
Fluency in German language
Minimum 1 to 2 years of related experience in customer service or sales
Ability to shift between tasks in a dynamic environment and work within diverse, international group of people
Experienced in working with automated systems (computer bases business systems) like MS-Office
Advanced communication skills
Customer and services focused
Fluency in English, both in oral and written communication + 1 native/excellent level language required in the team.
High quality standards with regards to work
Education in Economics, Business Administration Supply Chain Management or related area
Computer skills and ERP experience
Experience with issue handling in a Supply Chain environment
Problem solving skills
Ability to set priorities and timely escalation