Section 1: PURPOSE OF THE JOB
- Assigned to Spain Team within Iberia (Portugal & Spain). 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 Medical Quality System) and with the applicable legislation.
- Manage all daily activities in customer service independently and actively support local Customer Service management.
- Collaborate in other company activities, processes as all kind of audits and/or investigation when necessary.
Section 2: ROLES & RESPONSIBILITIES
- 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.
- Collaborate in the CS global objectives, targets and KPIs:
- LFR KPI
- Invoice Accuracy
- Orders Accuracy
- Phone Service Levels
- % of automation & touchless
- Open orders and returns
- INB
- Any other KPI or metric designed to measure the CS performance and goals.
- 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 including 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.
- Collaborate in the root cause analysis for Invoice Disputes and work with the resolution processes.
- Follow up on backorders.
- Master Data Maintenance (customer, materials, prices, territories, etc.).
- Actively participate in any required product tracking research when required.
- Support quality and sales department in FSCA (Field Safety Corrective Action) implementation.
- Delivery of documentations, invoices, orders, PODs, etc. to customers, internal other areas, etc.
- EPIQ management when necessary.
- Capital Equipment, Export, EDI, new products.
- 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 when required.
- Meet all rules listed in the Abbott Medical Code of Business Conduct, the Health Care Professionals and the Stand & Deliver Policies.
Other Control and/or reporting activities:
- Open Returns and returns pending for invoicing.
- Daily LFR control.
- Billing blocks.
- Error Orders.
- Daily Back Order.
- Price matching.
- Pending Customer Orders.
- INB status.
- AGA Kits follow-up.
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.
- Subject Matter Expert within CS responsibilities if requested in any of the following topics/areas:
- Order to cash, revenue, reserves.
- Inventory.
- Revenue & Reserves.
- Logistics & Distribution.
- New Products introduction.
- Order automation.
- Other if requested and agreed.
Section 3: EDUCATION & COMPETENCIES
- Upper secondary diploma/High school diploma - country-specific.
- Strong practical experience in Customer Service.
- Fluent in Portuguese (nice to have).
- Fluent in Spanish.
- 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.
Section 4: BACK UP
- Customer Service Representative.
- Junior Customer Service Representative.
- Customer Service Supervisor.
- Customer Service Manager.
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