German/French Speaking Customer Service Associate

Employer
Undisclosed Company
Location
Cheshire, Chester
Salary
Up to £14.83 per hour
Closing date
9 Feb 2021
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Job Details

My client based based in the Chester area are looking for an experienced German/French speaking customer service associate.



Role and Responsibilities

  • Position requires extensive remote interaction with other O2C functions, in-market, GLS and 3PL
  • This position is responsible for the execution of day-to-day activities with limited guidance related to Order management'
  • Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP)
  • Perform tasks accurately and with limited guidance as assigned by line manager through application of finance and business knowledge.
  • Have a good working knowledge of company systems, procedures, policies and controls, information sources and analytical techniques
  • Receive orders and enter them in SAP system within timely manner after performing validations on order following defined business rules
  • Mastery the quality complaint procedure and adverse event as defined per SOP inform customers in case of quality issues related to product, recalls, or put on hold situations
  • Handle backorders and returns for customers: entering into system, obtaining approvals where necessary, informing customer of decisions, and clearing logs
  • Monitor all open orders/deliveries until completion archive order and delivery documents
  • Receive and answer customer enquiry/complaints through phone, e-mail and fax and record in CRM system
  • Determine root causes and inform customers of outcomes
  • Route inquiries/complaints to related departments (within Capability Centre or in markets)
  • Determine root causes and inform customers of outcomes
  • Mastering the understanding of business logistics and Handle through customer complaints the creation of debit/credit
  • Participate in weekly operational update call with in market, MSO/3PL
  • Master Clients internal controls: understand the implication of daily activities on Sox control and compliance
  • Understand customer qualification market specifics and provide Support for customer qualification process through the direct interaction with the customer

Qualifications and Education Requirements

  • 1-3+ years experience in customer service and/or logistics (depending on market volume and complexity)
  • Fluent in English and at least one other European market (depending on markets covered)
  • Pharmaceutical industry experience preferred
  • Ability to use SAP (SD module) and other Customer Service applications
  • Advance knowledge and use of Office productivity tools

Required Skills & Desired Experience

  • Act with limited guidance within assigned scope; demonstrate ability to identify, analyse and solve problems. Report any potential delays or issues timely to Customer service senior associate whilst proposing possible solutions
  • Take responsibility and accountability for successful completion of assigned tasks
  • Daily/weekly work prioritisation and planning within assigned scope, guided by Senior associate and Supervisor
  • Communicate clearly and appropriately at different levels of the company regarding assigned tasks. Demonstrate Strong interpersonal skills
  • Co-operate with other teams internally and other support service function. Collaborate on cross-functional deliverables, report issues to Senior Associate. Demonstrate Strong customer services background and skills
  • Understand end-to-end process and have awareness of the broader picture.
  • Identify and drive areas for CI within assigned scope and support peers and managers in delivering on a broader scope
  • Act as an active collaborator in the continuous improvement process by providing support in the implementation of new practices (taking part in UAT, OCDs, etc.).
  • Ability to work on a remote environment

Monday to Friday - 08:00am to 16:00pm

35 hours paid a week

The role is initially for 12 months with the possibility of extension

£14.83 per hour

Please apply with your CV attached if you are interested in this role

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