JOB RESPONSIBILITIES :
Understand policies around order management and customer inquiry process.
Work in partnership with Customer Service and 3PL.
Receive orders to apply delivery and billing them (if applicable) after performing validations on order following defined business rules.
On a daily basis determine if all documents (both billing and accounting documents) were successfully created.
Ensure that all goods will were shipped properly and accurately invoiced to the customer in a timely manner.
Manage shipping errors, should be investigated investigate and resolved provide resolution in a timeliness manner to ensure customer satisfaction, product safety avoiding patient’s impacts.
to satisfy the customers’ ordering and fulfillment needs within one working day and completely resolved within a timeframe mandated by local regulations in partner with 3Pl and customer service.
Property communication to stakeholders Inform Customer Service in case of quality issues related to product, recalls, or put on hold situations.
Communication of rejection or returns request.
Verify rejection or return with 3PL and OTC.
Handle Manage customer returns and rejections for customers : Investigate, Inform to Customer Service team, verify if the return is aligned with the policy alignment, obtaining approvals when necessary, informing customer of decisions made, and clearing logs.
Coordinate the return / rejection process : Sales Rep, Customer, 3PL, Customer Service.
Generate rejection / return report : documents, products, quantities and prices.
Monitor all open orders with Customer Service team until completion and address exceptions.
Receive and answer response customer s inquiries, 3PL and different stakeholders or key partner’s contacts through phone, e-
mail and record them in the in call tracking tool.
Receive and resolve internal ad-hoc inquiries.
Investigate customer’s distribution complaints and escalate.
Defines the 3PL Manage Urgent and Priority Orders and Follow-up on delivery of orders dispatched.
Attention and response to the 3PL on delivery news : addresses, price differences, missing, surplus, documentation, etc.
Attention to BU (Sales Rep.) Delivery status and status of urgent orders.
Fluent and strong communication with Front Office Manager.
Implement and manage continuous improvement processes.
Lead service management process including creation of regular service level reports and participation in regular / monthly market level service management reviews pertaining to Customer Care related responsibilities.
ADDITIONAL RESPONSIBILITIES :
Manage delivery and billing orders for new product launches and special orders (e.g. clinical trials, free goods)
Support internal and external audits
Support special Order to Cash projects
Attention of urgencies after work if it is necessary.
Transactional travels could be required.
KNOWLEDGE, SKILLS, and COMPETENCIES : Education / Experience
Undergraduate degree International commerce / Logistic.
Fluent in Spanish, English and Portuguese Language.
Pharmaceutical industry experience preferred.
Strong interpersonal skills
General knowledge of Accounts Receivables or Customer Services.
Strong customer services and distribution background and skills.
Ability to assess and promptly resolve problems.
Strong quantitative and analytical skills.
Ability to use SAP and other Customer Service applications desired.
Knowledge of local distribution laws.
Advance knowledge and use of office productivity tools (MS Office, etc.)