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Career development with an international company where you can grow the career you dream of.
A company named one of the most admired companies in the world by Fortune.
A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
PURPOSE OF THE JOB
Assigned to Iberia (Portugal&Spain). 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. Abbot 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.
ROLES & RESPONSIBILITIES
Front office activities:
Receive & process orders for all customers 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 pick-up and delivery timetable, investigation of claims and follow-up for emergency
Organizing return shipments
PER (Product Experience Reports) processing and follow up in collaboration with sales reps
Responsible for PER handling in line with quality guide lines
Collaborate in the CS global objectives, targets and KPIs
LFR KPI
Invoice Accuracy
Orders Accuracy
Phone Service Levels
% of automation & touchless
Management of Customer Service e-mail inbox.
Receive & process orders for all customer which are received by e-mail, fax, Esker, OMQ, post and/or other channels.
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 cross-charges, rebates and price corrections within the official procedural deadlines.
Colaborate in the root cause analisys 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 Representative and Customer Service Representative.
Meet all rules listed in the Abbott Medical Code of Business Conduct, the Health Care Professionals and the Stand & Deliver Policies
Inventory management (if applicable):
Collaboration in the Annual Inventory process. Inventory count sheets control reception, control and registration, inventory adjustments required in the company tech. solutions.
Produce reports on inventory and consignment products with short UBD and alert sales and local management on a regular basis.
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
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.
EDUCATION & COMPETENCIES
Upper secondary diploma/High school diploma – country specific
Strong practical experience in Customer Service
Fluent in Portuguese
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
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
