Job description

JOB DESCRIPTION:

Reporting to Order Entry & Customer Care Supervisor, we are looking for a Customer Care & Admin Clerk to join our Diabetes Care team in Italy.

Primary Objective of Position

Provide service of instrument orders – manual invoicing order receiving, product expiration/fax sending, order entry in the system, shipment/Transfer to ADC division.

Cooperates in order to maintain high level of customer satisfaction through effective customer's call management, giving correct information and updating sales force on issues arose .

Needed management skills to take decision and/or to organize resources and decision‐making autonomy related to the specific role and linked to the divisional program achievement.

Major Accountabilities

Main tasks include:

• Handel instruments and accessories orders
• Receives orders via fax or emails
• Checks if all required identification information is listed
• Enters the orders into the computer system, if necessary call the customers
• Monitors the status of an order within the computer system especially in backorder situations
• Whenever necessary informs customers on the backorder situation and advices them of the delivery date
• Ensures that the invoices in the computer system are correctly set up and checks carefully quantity, price, condition etc.
• Creates debt and credit note, as appropriate
• Send a copy of the order/invoice/delivery slip whenever the customer requires it
• Prepare all the documentation to opening a new customer and send to Treasury Department
• Create new customers link within ADC structure for internal statistics
• Handle free of charge request and the delivery after double check
• Insert orders received through the software available and transfer them correctly into Abbott system
• Resolve all the CRM tickets or address to the appropriate Department
• Receives internal and external customers call related to administrative and technical complaints and acts to provide support to customer requests
• Demonstrate an understanding of the application of the Quality Policy through daily activities.
• Maintain vigilance to ensure adherence to the Quality Policy and system procedures by promptly reporting noncompliance issues to management

Education

• High school Degree or Economy, or Science of Communication

Background

• Knows ADC instruments and products, different lines and group, their application, diabetes care market and ADC policies and procedures
• Knows in detail the procedures which affect his/her work and takes care of the documentation archive
• Knows where to find all prices, internal reference numbers, instruments and products description using the catalogue and the software available
• Knows all the Region South East Europe processes and deadlines
• Knows how to use standard PC software packages
• Has a good English languages both written and orally

Impact of position

• Impact business through a timely and correct manner of receiving ang invoicing orders, maintaining high level of Customer satisfaction through his/her problem solving and constantly analysing sales and units trend.

JOB FAMILY:

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