OPERATIONS - Tecnico Servicio al Cliente

MISSION

Act as an intermediary between the company and the customer throughout the service process, coordinating the activity from the request of orders (under the commercial agreements established by sales), until their final billing.

FUNCTIONS / ACCOUNTABILITIES

•Manage the flow of purchasing orders from customers with their specifications (quantity, price,production and transportation conditions, delivery date, etc.), entering them into the SAP forprocessing.
•Yearly price update in SAP or amend.
•Coordinate with the Planning Technician the production deadline to fit the customer'srequirements with the production capacity, renegotiating the deadline with the customer ifnecessary.
•Coordinate weekly customer order departures, both with our forwarder, as well as with externalones.
•Prepare all the necessary documentation for the transport of orders, packing list/consignmentnotes, customs documentation when necessary (manually in quarantine departures whennecessary).
•Create invoices after order departure.
•Compile all production and quality documentation for each shipment (COA’s, weight reports andother documentation) and send it to the customer, including specific documentation for specialdestinations (Halal or Kosher certifications, health or veterinary certifications, Embassylegalizations and public notaries).
•Customer warehouse delivery hour/date book-in into customer internet sites.
•Compile information and manage the launch of new products and customers (form fill in).

•Manage the actions that are necessary after a product claim from a customer once the Technical Service and QC/QA decide on the matter (manage collections, credit notes, product rescheduling for replacement or reprocessing, etc.).

•Schedule production reservations according to estimated sales (customer forecast)

•Monthly customer contract adherence.

•Update o amend customer database.

•Provide personalized customer service via email, telephone, Conference Calls and plant meetings or at their own facilities.

•Management and shipment of samples for customers or other departments of the company (only one agent).

•Back-up the Planning Technician (only one agent) and the rest of the Customer Care Technicians.

•Train newcomers.

•Record the information required by procedure and ensure its traceability.

•Comply with prevention, quality and environmental regulations.

KNOWLEDGE / EXPERIENCE / SKILLS REQUIRED

•Administration FP.
•2 years of previous experience in Customer Service (with a high international customer profile).
•Bilingual English (oral and written).
•Other European languages (French, German, Italian, etc.) are highly valued.
•Knowledge of industrial environments, preferably Pharmaceutical Laboratories.
•Complete competence in Office automation and knowledge of internal tools (SAP, Salesforce, ASPROVA).
•Knowledge of quality regulations that affect the production and transportation.