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 the 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 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.Organize 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.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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