Customer Service Representative

Section 1: PURPOSE OF THE JOB

• Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquiries, 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 customer service independently and actively support local Customer Service management.

Section 2: ROLES & RESPONSIBILITIES

Front office activities:

• Receive & process orders for all customers 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 emergencies.
• Organizing return shipments.
• PER processing and follow up in collaboration with sales reps.
• Responsible for PER handling in line with quality guidelines.

Back office activities:

• Receive & process orders for all customers 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 Representatives.
• Work on process improvement and projects under the supervision of the Customer Service supervisor/manager.
• Responsible to train and coach Junior Customer Service Representatives and Customer Service Representatives.
• Meet all rules listed in the Abbott Medical Code of Business Conduct, the Health Care Professionals and the Stand & Deliver Policies.

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.

Responsibilities for all functions:

• This job description is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities.

• When tasks and responsibilities are assigned outside the scope of normal duties, the employee must understand the level of decision making for which he/she is responsible and if in doubt clarify this with his/her supervisor.

Section 3: 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 to initiative and adaptability to permanently evolving organizations.
• Sensitive to the importance of the product.

Section 4: BACK UP

• Customer Service Representative.
• Junior Customer Service Representative.
• Customer Service Supervisor.

Customer Service Manager.