Customer Service Representative

6 meses atrás

Lisboa, Portugal Recipharm Tempo inteiro

Role involves active management of several client accounts within a specific region, including the set up and amendment of customer master data, processing orders, shipments, complaints, and queries.

Responsible for storage and organization of data related to the role, in line with agreed guidelines, to ensure compliance and accuracy.

When required, support customers in other regions, with hands-on management of customer purchase orders, tracking, invoicing, filing, and answering general order-related customer queries. Proactive Interaction with both external and internal customers/clients via a variety of mediums will be key to the role.

Liaise and collaborate with other departments within the business including, but not limited to, Commercial Teams and Supply Chain and Logistics, with a view to sharing customer information and facilitating best practice across the business.

**As a Customer Service Representative your tasks and responsibilities will include**:

- Receives incoming phone calls from customers and other Recipharm employees. Process their requests.
- Processes customers’ orders.
- Maintains internal order portfolio trackers and customers portals, including - but not limited to - pricing, notification of last shipment, delivery schedules, reserves, and backorders.
- Coordinates & Handles purchase orders & forecast of our contract customers.
- Monitors delivery dates and secure a delivery in time.
- Coordinates delivery pick ups.
- Files appropriate paperwork.
- Sets up and maintains master data (i.e. prices, material sales data, customer data).
- Attends customer meetings (frequency to define).
- Process operational Claims and Disputes, from the first step of root cause identification to transactional resolutions, when relevant.
- Researches and resolves accounting, pricing, and shipping issues.
- Other tasks and duties as assigned by supervisor or manager (e.g forecasts maintenance in the ERPs).

**Customer Service Representative key skills and experience**:

- High school degree or equivalent.
- Strong communication and interpersonal skills.
- Proficient with computer systems specific to customer service.
- Strong organizational skills and detail oriented.
- Basic accounting skills.
- Experience of export in either a customer service or logistics background is preferred.
- 5+ years' experience in customer service, sales support, import/export, or equivalent combination of education and experience.
- Fluent in English and Spanish is mandatory.

**Location**:

- Work on-site in Lisbon, Portugal

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