Analyst Customer Service
Analyst Customer Service
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Job Description
Provides excellent customer support by analyzing processing and responding to external customer and internal teams inquires. Processes orders and inquiries as needed including those received via phone fax and email. Processes returns & answer inbound/outbound phone calls.
Responsibilities
- Reporting to the Customer Service Lead the Customer Service Analyst will:
- Process sales orders.
- Ensures timely accurate processing of sales orders.
- Receive and process customer inquiries in a timely fashion.
- Communicates with customers to obtain information as required.
- Generation of weekly and monthly reporting and tracking of key metrics
- Understanding of revenue recognition requirements
- Maintain pricing control points
- Coordination with Sales Trade Team Clinical Care Customer Relations Patient Engagement Inventory Management Transportation 3PL Quality Assurance Pricing and Contract Area Financial Services (AFS) Local Finance Central Services necessary to maintain a high level of customer satisfaction.
- Advise customers on product availability and inventory status. Assist the sales team with account inquiries and problems involving product quality traffic carrier concerns product availability pricing and billing.
- Responds to all customer complaints immediately and notify all relevant parties. Escalate as needed. Maintain customer account information assuring efficient billing and maintenance of all related paperwork.
- Monitors compliance of department documents policies and procedures with regulations by ensuring that required training and/or documentation is accurate complete correct revisions are in use policies and procedures are understood and adhered to and training records are maintained and controlled according to validated procedures.
- Maintain knowledge of published price lists calculators and quote policy for all orders.
- Communicates and coordinates with internal departments sales teams and customers to complete order processing functions.
- Coordinates with the Distribution 3PL in order to meet customer delivery requirements.
- Process order modifications obtains necessary price approvals and generates PO and supporting documentation required for all orders
- Researches and maintains data in systems
- Identifies and resolves order processing and systems related issues
- Other responsibilities as assigned by the Manager
- Process all Returns inquiries and logistical complaints.
Qualifications :
Requirements
Systems
- Knowledge of Sales and Distribution Enterprise Software (SAP Oracle)
- Microsoft Suite including basic Excel
Business Knowledge
- Excellent customer service skills and ability to write and express ideas clearly; plan and prioritize work
- French & English speaking skills mandatory. Must be able to read and write in French language.
- Pharmaceutical Industry background
- Excellent phone skills. Capable of prioritizing multiple tasks and work well under pressure
Technical Knowledge
Basic understanding of business
Qualifications
- 2year degree in Business or Office Management preferred
- 23 years of customer service experience required
- Excellent communication skills (Orals and Written)
- Pharmaceutical industry background preferred
- Prior SAP experience strongly preferred
- Experience working in a service driven customer focused environment
Additional Information :
AbbVie is an equal opportunity employer and is committed to operating with integrity driving innovation transforming lives serving our community and embracing diversity and inclusion. It is AbbVies policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race color religion national origin age sex (including pregnancy) physical or mental disability medical condition genetic information gender identity or expression sexual orientation marital status status as a protected veteran or any other legally protected group status.
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US & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
