JOB DESCRIPTION: PURPOSE OF THE JOB • Provide 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. ABBOTT Quality System) and applicable legislation.
• Manage all daily activities in Order Entry independently and actively support local Customer Service management.
ROLES & RESPONSIBILITIES Front office activities: • Receive & process orders for all customers.
• Receive & process customer support requests for all customers which are received by e-mail and phone.
• Receive customer complaints which are received by telephone and e-mail.
• 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.
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.
• Follow up on customer support requests.
• Master Data Maintenance (customer).
• Actively participate in any required product tracking research when required.
General activities: • Run reports and ensure appropriate actions are taken by Customer Service Representatives.
• Work on process improvement and projects under the supervision of the Customer Service supervisor/manager.
• Meet all rules listed in the ANI Policies.
EDUCATION & COMPETENCIES • Upper secondary diploma/High school diploma – country specific.
• Strong practical experience in Order Entry.
• Fluent in local language.
• High level of English, written and spoken.
• Knowledge of Microsoft Office.
• Knowledge of ERP packages (BPCS, SAP, etc.).
• Team player.
• Customer-oriented.
• Good organizational ability.
• Good communication skills for internal and external contacts.
• Positive reaction to working in a "deadline" environment, stress-resistant.
• Integrity.
• Sensitive to initiative and adaptability to permanently evolving organizations.
• Sensitive to the importance of the product.
• Experience in e-Commerce.
The base pay for this position is N/A.
In specific locations, the pay range may vary from the range posted.
JOB FAMILY: Administrative Support
DIVISION: ANI International Nutrition
LOCATION: Italy > Rome: Via Giorgio Ribotta 9
ADDITIONAL LOCATIONS: WORK SHIFT: Standard
TRAVEL: No
MEDICAL SURVEILLANCE: Not Applicable
SIGNIFICANT WORK ACTIVITIES: Not Applicable
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