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    Customer Service Representative - Oslo, Norge - Abbott

    Abbott
    Abbott Oslo, Norge

    1 dag siden

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    Beskrivelse

    1.

    Primary Objective of Position

    Customer service

    The Customer Service Specialist role is the first point of contact to support various customers such as Hospital's, GP's, Pharmacies as well as our key distributors.

    The Customer Service Specialist is responsible for a variety of tasks including handling customer enquiries concerning products or services, order processing, first line technical service product support and administration.

    The Customer Service Specialist play a key role for supporting our commercial sales team, distributors and supply chain .

    2.

    Major Accountabilities

  • All orders are processed through our ERP systems. Orders are received primarily by email, with some also received via phone, , sales representatives or directly through our online system.
  • Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive, friendly and courteous manner.
  • Review and maintain customers open orders on a daily basis.
  • Investigate and resolve order processing issues reported by customers and working cross-functionally with other departments to resolve customer queries.
  • Resolve e-mail, fax and telephone inquiries and liaise directly with customers on a variety of issues such as pricing, inventory availability, terms, delivery or general questions
  • Collaborate with other departments to ensure accuracy of data maintained on SAP
  • Keeping customer account changes up to date and communicated to the commercial sales team.
  • Keep up to date on products, inventory levels, special requirements and promotions, communicated from various departments to support the delivery of an excellent customer service.
  • Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to resolve.
  • Communicate regularly with your Manager of all changes, issues and potential concerns with any customer accounts. Employees are empowered to share ideas and to drive and support continuous improvement.
  • Work with our central warehouse and or supply chain team with regards to inventory, escalations and customer inquiries. Complete all customer or staff requested reporting supporting internal and external data requests.
  • Work with Finance regarding invoicing and invoice related issues
  • Develop and maintain fruitful customer and internal colleague relationships and collaboration.
  • Responsible for complying with and executing applicable Quality Management System (QMS) processes, to support the delivery of an excellent customer experience.
  • As Customer Service Specialist the role will work under limited supervision and apply subject matter knowledge in the area of internal Customer Support (Non-Technical).
  • Requires capacity to apply skills/knowledge within the context of specific needs or requirements.
  • Handles customer telephone queries, aiming to clarify, orient and direct detected problems toward a solution being customer centric and providing excellent customer satisfaction.
  • High School Certificate and other relevant certificates, diploma or degree
  • Completion of additional customer service related education viewed favorably

    • 4.

    Background

  • Previous customer service experience or customer facing role preferably in the healthcare industry but not essential
  • Proficient in MS Office programs such as Word, Excel and Outlook and comfortable with IT systems
  • SAP or other ERP system experience a significant advantage
  • Strong computer navigation and typing skills
  • Good attention to detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
  • Ability to obtain in depth product knowledge of multiple products/services and keep up to date on new technologies
  • Solution oriented and service mindset Ability to obtain and execute inside sales opportunities
  • Effectively collaborate with others

    • Communicate professionally and demonstrate customer friendly etiquette

  • Work independently and as part of a team
  • Work effectively in a fast-paced environment with changing priorities
  • Fluency in a Danish language, as well as strong communication skills in English

    • 5.

    Impact of position

  • The role is responsible for handling, promoting and/or selling the organization's products across multiple or non-specified channels in a designated territory/country by contacting specialists, physicians, pharmacies and/or distributors.

    • *A position profile does not imply that the duties stated are the only ones to be performed by the incumbent. Employees will be required to follow any other job-related instruction as requested by their manager.

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