Zoetis Zaventem is looking for a Customer Service & Admin Associate.
The Customer Service & admin representative is part of the Benelux Customer Service Team in the Commercial organization. The employee is the first contact point for all internal & external customers, manages the full Order to Cash (OTC) process and provides administrative & logistic business support to the Commercial Team.
The employee makes sure all admin activities of the Business Units are done to improve customer experience while being compliant with the local legislation and the internal standards.
CORE RESPONSIBILITIES
Order to Cash
Manage direct sales and end-to-end Order to Cash operations within the Service Level Agreement (SLA) timelines. This includes:
1. - order processing & stock management;
2. - solving of service- & invoice-related queries
3. - monitoring of payments & payment conditions.
Customer relations
4. Build & maintain high standard business relations with Zoetis wholesalers and direct customers.
5. Be the first point of contacts for all existing, potential, internal (field force & other commercial colleagues) and external customers.
6. Log and answer queries within the agreed Standard Operating Practice (SOP) timelines.
7. Maintain high standards of business conduct and compliance, in line with the Pharmacovigilance Policy, Global Vet Policy, Zoetis values and local codes of practice.
Administration of Commercial Operations
8. Ensures all activities are implemented in line with SOPs from Finance, Regulatory and Legal teams by managing PO’s, contracts, sponsoring agreements
9. Supports organization of the different customer facing services and activities (training, events, congresses, round tables, masterclasses,…)
Compliance
10. Maintain high standards of business conduct and compliance, adhering particularly to Pharmacovigilance Policy, Global vet Policy, Zoetis values, travel & expenses policy and local codes of practice
11. Responsible for collecting, recording and reporting of post-marketing animal health adverse events (pharmacovigilance, related to a Zoetis product) in a timely manner.
KEY SKILLS
12. Positive and resilient personality with a growth mindset
13. Able to work in a fast-paced, continuously evolving working environment
14. Customer-oriented, able to build & maintain successful and effective relationships
15. Good time management & organisational skills
16. Detail-oriented
17. Ownership
18. A strong focus on planning, and a balance of tactical planning with day to day operational requirements
19. Builds successful and effective relationships
20. Stakeholder management – effective at using stakeholders as resources
TRAINING & QUALIFICATIONS
21. Native Dutch with a good written & spoken knowledge of English
22. Knowledge of French is an asset
23. Digital expertise or strong interest
24. IT literate. Able to use standard business software and communication tools.
25. Advanced SAP and Order to Cash system knowledge is beneficial
EXPERIENCE
As either;
26. Customer Service representative
27. Sales assistant
28. Employee in the animal health industry or a related industry
29. Employee in a customer facing role
TRAVEL REQUIREMENT
Limited travel within the Benelux region
Full time