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 complaints
• Compliant 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 customer
• 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 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.

EDUCATION & COMPETENCIES

• Upper secondary diploma/High school diploma
• Strong 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 Office
• Knowledge of ERP packages (SAP, …). (Valuable)
• 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

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