Job Description
Major accountabilities:
* Managing the Customer Service team : to assure the recruiting, integration, development and the training of the team members. Coaching of the team members to maximize impact and commitment to the job
* Ensuring the correct recording and processing of orders of all kinds
* Acceptance and answering of special customer inquiries, which can not be answered by the Customer Service Associates or other internal bodies
* Ensuring correct processing of returns
* Co-operation, coordination and communication of processes in connection with price reductions and/or discount schemes
* Analysis and evaluation of transport damage, as well as taking measures to improve the quality of transport together with the Head SC
* Coordinating and communicating stockouts (follow-up) and recalls in close collaboration with STO team, resp QP.
* Overall coordination with the warehouse and customers in all sales-related matters
* Valid business partner with Supply Chain teams (S&BP, Demand & Supply planning), Finance teams (prices, discounts) and Commercial teams (KAM, Brand manager) for achieving the company sales objectives
* Monitoring and correction of interface errors in warehousing and customer orders and customer master data
* Special projects to improve processes and efficiency. Assure good documentation of customer service related processes. Maintain working instructions.
* Execution/control of reports from the Sandoz Minimum Control Set (MCS). Ensuring systematical, timely generation of Customer Service reports
Key Performance Indicators
* OTIF
* Number of calls missed/total number of calls (max 2% missed calls)
* All returns/complaints must be completed within 30 days
* Recording the complaints
* Capture manual vs. electronic orders
* Individual target agreements
Minimum Requirements:
University degree in Economics or equivalent additional education Experience in customer service and / or pharmaceutical industry SAP knowhow, module SD (MM Plus), MS Office
Languages:
Nederlands, Français, English
Work Experience
* At least 1 year experience in a similar position
* Experience in a pharmaceutical environment is a plus
Skills
* Teamplayer, business partner for the commercial departments
* Great customer orientation and ability to quickly record processes and carry out optimizations
* Fast reaction time and high quality awareness
* Skill in moderation between customers and corporate interests, leading the team to operational excellence
* Structured and organized