Customer Service Representative - Sesto San Giovanni, Italia - Abbott Laboratories

Abbott Laboratories

Azienda verificata

Sesto San Giovanni, Italia

1 settimana fa

Inviato da:

Piero Bianchi

Reclutatore di talenti per beBee

Descrizione

Section 1:
PURPOSE OF THE JOB
- (Briefly summarize in 1 or 2 sentences what the position is designed to accomplish)_

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**- (Make a list using action words to describe the roles and indicate the level of decision making)_

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 pickup and delivery timetable; investigation of claims and followup 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:

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 crosscharges, 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 followup)
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 St. Jude 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

Responsibilities for all functions**:

This job description is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities.
When tasks and responsibilities are assigned outside the scope of normal duties, the employee must understand the level of decision making for which he/she is responsible and if in doubt clarify this with his/her supervisor.

Section 3:
EDUCATION & COMPETENCIES