Customer Service Specialist

Job description

     

JOB DESCRIPTION:

RESPONSIBILITIES:

Customer Order Fulfillment

·  Manage all kind of customer Service activities for assigned business units including customer purchase receiving, sales order creation, delivery date maintenance, backorder management, credit limit check, invoicing, credit memo communications, distribution coordination with 3PL/ Warehouse, and monthly sales closing
·  Maintain customer/ pricing master, and accurate system transactions and related communications for corrections, etc.
·  Handle customer queries, product complaints, recalls and exchange
·  Prepare shipping documents (invoice/ packing list/ others) as required by L/C
·  Resolve customer’s complaints to customer satisfaction and proactively identify root cause to prevent reoccurrence
·  Generate order and invoice reports as required
·  Work closely with regulatory to ensure proper license is valid for distribution

Inventory Management

·  Timely communicate supply issue with planners for taking appropriate actions to minimize negative business impacts
·  Act on the short UBD, inactive Inventory, phase-in/phase-out, communicating with business partners to minimize the negative cost impact
·  Manage reverse logistics – PER, Returns for repairs, Warranty, etc.
·  Coordinate periodic inventory counts including field inventory
·  Reconcile and close discrepancy of inventory discrepancy in ERP, against WH/ 3PL/ field inventory

Continuous Improvement

Execute continuous improvement initiatives to improve the efficiency, inventory accuracy and effectiveness of customer service operations

·  Provide trainings to team members to enhance quality of work

OTHER FUNCTIONS AND RESPONSIBILITIES:

·  Handle and process customer complaints in timely manner and according to Abbott and local policy and requirement
·  Prepare for Audits, Compliances & SOX, etc., documentations
·  Ensure applicable SOP of Abbott executed
·  Backup planning/ freight & distribution functions and when required
·  Ad hoc projects

REQUIREMENTS

·  A diploma or equivalent of College graduated
·  At least 3 years of working experience in similar roles
·  Demonstrates excellent telephone and interpersonal communications skills
·  Able to work independently and as part of team
·  Able to organize and prioritize work
·  Demonstrates basic level of computer literacy with high numerical accuracy

PREFORMANCE FACTORS:

·  Focuses on the Customer: Is dedicated to meeting the needs of internal and external customers.
·  Delivers Results with Integrity: Meets commitments and produces the right results at the right time.  Adheres to moral and ethical principles. Believable and trustworthy.  Does what he/she says they are going to do.
·  Teamwork/Supporting our Colleague: Collaborates with co-workers to achieve work group and company goals.
·  Initiative: Acts without prompting or direction from others. Constantly strives to improve own and company performance.
·  Personal Involvement: Personally, engages his/her interests, emotions or commitments in their work.

     

JOB FAMILY:

Customer Service

     

DIVISION:

CRM Cardiac Rhythm Management

        

LOCATION:

India > Hyderabad : House No. 1-11-250/A Matarani Sensation Building (Lane beside Syndicate Bank)

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 10 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)