German/French Speaking Customer Service Associate

15 Feb 2021
15 Mar 2021
Multi lingual
Contract Type
Full Time
My client based based in the Chester area are looking for an experienced German/French speaking customer service associate.

Role and Responsibilities

Position requires extensive remote interaction with other O2C functions, in-market, GLS and 3PL
This position is responsible for the execution of day-to-day activities with limited guidance related to Order management'
Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP)
Perform tasks accurately and with limited guidance as assigned by line manager through application of finance and business knowledge.
Have a good working knowledge of company systems, procedures, policies and controls, information sources and analytical techniques
Receive orders and enter them in SAP system within timely manner after performing validations on order following defined business rules
Mastery the quality complaint procedure and adverse event as defined per SOP 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/deliveries until completion archive order and delivery documents
Receive and answer customer enquiry/complaints through phone, e-mail and fax and record in CRM system
Determine root causes and inform customers of outcomes
Route inquiries/complaints to related departments (within Capability Centre or in markets)
Determine root causes and inform customers of outcomes
Mastering the understanding of business logistics and Handle through customer complaints the creation of debit/credit
Participate in weekly operational update call with in market, MSO/3PL
Master Clients internal controls: understand the implication of daily activities on Sox control and compliance
Understand customer qualification market specifics and provide Support for customer qualification process through the direct interaction with the customerQualifications and Education Requirements

1-3+ years experience in customer service and/or logistics (depending on market volume and complexity)
Fluent in English and at least one other European market (depending on markets covered)
Pharmaceutical industry experience preferred
Ability to use SAP (SD module) and other Customer Service applications
Advance knowledge and use of Office productivity tools Required Skills & Desired Experience

Act with limited guidance within assigned scope; demonstrate ability to identify, analyse and solve problems. Report any potential delays or issues timely to Customer service senior associate whilst proposing possible solutions
Take responsibility and accountability for successful completion of assigned tasks
Daily/weekly work prioritisation and planning within assigned scope, guided by Senior associate and Supervisor
Communicate clearly and appropriately at different levels of the company regarding assigned tasks. Demonstrate Strong interpersonal skills
Co-operate with other teams internally and other support service function. Collaborate on cross-functional deliverables, report issues to Senior Associate. Demonstrate Strong customer services background and skills
Understand end-to-end process and have awareness of the broader picture.
Identify and drive areas for CI within assigned scope and support peers and managers in delivering on a broader scope
Act as an active collaborator in the continuous improvement process by providing support in the implementation of new practices (taking part in UAT, OCDs, etc.).
Ability to work on a remote environment

Monday to Friday - 08:00am to 16:00pm

35 hours paid a week

The role is initially for 12 months with the possibility of extension

GBP14.83 per hour

Please apply with your CV attached if you are interested in this role

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