Customer Support Specialist
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| Job Type | Permanent |
| Area | Dublin, Ireland |
| Sector | Operations & Manufacturing |
| Start Date | |
| Advertiser | Esther Emmanuel |
| Job Ref | #1002750 |
| Job Views | 78 |
- Description
- Team Horizon - Customer Support Specialist
Team Horizon is recruiting an experienced Customer Support Specialist to join our clients’ diverse team in Dublin.
Provide the highest level of internal and external logistics service with the least cost to the corporation and takes end-to-end responsibilities within the team.
The Customer Support Specialist manages orders from the forecast is received from affiliates until the order is due for departure. They manage process related communication with all stakeholders including affiliates and end customers.
In addition, they create and control documents for customs and payment purposes in compliance with our clients’ procedures and Global Law. Other CLP tasks are reporting, innovation (finding solutions in complex situations), projects, audit support and supporting other groups.
Why you should apply:
This is an excellent opportunity to join a world class manufacturing operation, with an outstanding track record of reliably delivering high-quality medicines to patients around the world suffering serious illnesses.
There is a strong culture of continuous improvement and innovation within the company to strive for solutions that improve health outcomes and dramatically improve people’s lives.
Our client is developing the capability to produce all its medicines, helping to ensure continuity of supply of our medicines as they expand internationally.
What you will be doing:
Build strong relationships with all stakeholders and gather relevant information on market dynamics.
Manage short term demand fluctuations, monitor, and align the customer driven MAS changes, manage customer orders and re-supply orders, create (pre-) shipment documentation, and monitor any slow non-moving inventory to avoid obsolescence e.g.
Follow up and resolve any customer (order) holds (Financial/Quality) and identify improvement opportunities.
Maintain ERP/DRP parameters (Customer Master Data) and initiate pricing condition set-up in ERP system to support flawless and cost-effective demand and order planning.
Chair/support periodical business reviews with the affiliates/regional.
Set up and maintain Shipping Profiles and Customer Profiles.
Serve as liaison between direct sales personnel, international field personnel, distributors, customers and various entities at corporate headquarters. Maintain excellent communication skills.
Execute the entire order to cash process for direct customers, international distributors and field personnel from initial quote through revenue recognition and collections.
Execute updates to work instructions, checklists and other operational forms as needed.
Support the international field personnel with all order processing, scheduling, logistics and overall account management.
Ability to use sound judgment and initiate strategic updates to work instructions, checklists and other operational forms as needed.
Execute all aspects of the direct customer sales process through order processing, scheduling, logistics and overall account management; fulfils assigned administrative order to cash obligations.
Answer incoming telephone calls from internal and external customers according to standards, set and exercise judgment in the handling of the call.
Utilise the ERP system (SAP) to enter orders in SAP for systems, consumables, process refunds and credits in a timely manner.
Address general enquiries / comments from international prospects and potential distributors.
Co-ordinate system deliveries including new system sales, demos systems and service or replacement components with our logistics partners and customers.
Support the EMEA region demo process including scheduling and facilitating the demo delivery and pick up schedules.
As the liaison between the customer and the internal staff, works closely with inventory management and sales team to assure orders are efficiently processed and customer delivery expectations are met.
Makes independent decisions based on department guidelines and policies.
What you need to apply:
Educated to a high level, with a combination of education and experience.
A minimum of 3-5 years related experience required.
Previous experience in order processing and documentation completion especially in supporting the sales process for a medical device is a plus.
Excellent written English communication skills are required, additional languages (especially French) are preferred
Strong ability to multi-task throughout day on both phone queues and email.
Excellent communications skills, both written and oral. Excellent organizational skills.
Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, and Access).
Experience with saleforce.com preferred.
Highly motivated and dedicated individual.
Excellent organizational and Presentation skills
Ability to travel (if required)