JOB DESCRIPTION:
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
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
CRM Cardiac Rhythm Management
LOCATION:
Spain > Madrid : Building Four
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Not specified
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Not Applicable