German/French Speaking Customer Service Associate
- Employer
- Undisclosed Company
- Location
- Chester, Cheshire
- Salary
- Up to £14.83 per hour
- Closing date
- 5 Mar 2021
View more
- Sector
- Customer Service and Call Centre
- Job Type
- Temporary
- Hours
- Full-time
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My client based based in the Chester area are looking for an experienced German/French speaking customer service associate.
Role and Responsibilities
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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