JOB DESCRIPTION:

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. ABBOTT 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.

• Meet all rules listed in the Abbott Code of Business Conduct

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