Customer Service Representative
Position located in Madrid to support customers in Portugal.
PURPOSE OF THE JOBProvide internal and external customers with the 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., 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 & RESPONSIBILITIESFront office activities:Receive & process orders for all customers.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 emergencies.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 customers 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 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.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 Representatives and Customer Service Representatives.EDUCATION & COMPETENCIESUpper secondary diploma/High school diploma.Strong practical experience in Customer Service (at least 2 years) (Valuable).Portuguese native speaker or C2 level (Mandatory).Fluent in Spanish (Mandatory).High level of English, written and spoken (Mandatory).Knowledge of Microsoft Office.Knowledge of ERP packages (SAP, ...) (Valuable).Team player.Customer oriented.Good organizational ability.
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