Customer Service Associate (Dutch speaking)
9 month Contract
Chester/ hybrid
£15/hour
Job Description
* Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP).
* Receive orders and enter them in SAP system after performing validations on order following defined business rules
* 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 until completion and address exceptions
* Archive order and delivery documents
* Receive and answer customer contacts through phone, e-mail and fax and record in call tracking tool
* Route inquiries to related departments (within Capability Centre or in markets)
* Handle customer routine complaints and disputes; resolve disputes; route disputes to the proper channels
* Determine root causes and inform customers of outcomes
* Receive and resolve internal ad-hoc inquiries
* Liaise to BFS in-markets teams to understand order requirements for new product launches and special orders (e.g. clinical trials, free goods)
* Support internal and external audits