Section 1: 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. 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 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 guidelines

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 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