Overall purpose of job:
Customer service to Medical Devices countries in EMEA
Primarily handling of returns, credits and debits for external and internal customers but can extend to responsibilities across customer service orders, returns and financial transactions
Professional written and verbal communication with customers, internal functions (in country customer service, supply chain, commercial, sales, finance, etc..) and external providers (distribution centers and transport providers)
Timely and accurate handling of cases to process returns, credits and debits in a highly compliance and regulatory driven environment
Good understanding of systems and processes to manage multiple tasks through (Salesforce.com, JDE, SAP) with a high attention to detail
Essential duties:
Investigates, processes and resolves customer cases and for returns, credits and debits, ordering and other issues regarding return reason types, credit and billing investigations / approvals and transactions to provide excellent customer service and experience
Responds to customer inquiries regarding return requests, approvals, changes, failures – coordinating these activities on behalf of the customer across internal departments and external providers
Process debits and credits on JDE and SAP systems ensuring appropriate approvals, documentation and accuracy of inputs to ensure service levels are met to our customers
Qualifications
Special Requirements:
Fluency in English and German is mandatory.
Essential knowledge and skills:
Academic or Professional Qualifications/Technical Skills:
Experience in the Customer Service or in a related area
University degree or equivalent
Systems experience: Case Management systems (Salesforce.com preferred), Enterprise systems (JD Edwards and SAP preferred – both systems will be used)
Core competences:
Organizational and Industry Knowledge and Experience:
Proven customer service or administrative experience
Knowledge of customer service and office management systems and procedures
Excellent time management skills and ability to multi-task and prioritize work
Attention to detail and problem-solving skills
Excellent written and verbal communication skills
Strong organizational and planning skills
Proficient in MS Office
Key leadership characteristics required to the role:
Reporting skills
Administrative Writing Skills
Microsoft Office Skills
Analysis
Professionalism
Problem Solving
Verbal Communication
Office administration Procedures
Soft skills:
Teamwork, communicability, flexibility and reliability, good organization skills, autonomy, attention to detail and systematic work
Years in Business related experience:
1-2 years
Other features of the Job:
Meet all applicable quality and compliance requirements (i.e. HCC/HCBI/ANTI-CORRUPTION/FCPA/US-GCC/Privacy/SOX/QA. Safe Fleet)
On time reporting on spontaneous adverse events (AE) reports and quality complaints for all products
Successfully complete all mandatory training on time.
Fixed term Position
Job Location: Prague, Czech Republic