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 with applicable legislation.• Manage all daily activities in Order Entry independently and actively support local Customer Service management.ROLES RESPONSIBILITIESFront office activities:Receive process orders for all customers.Receive process customer support requests for all customers which are received by e-mail or phone.Receive customer complaints which are received by telephone or 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 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 COMPETENCIESUpper secondary diploma/High school diploma – country-specific.Strong practical experience in Order Entry.Fluent in local language.English - high level, 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.
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