Lead - Customer Service

Job Purpose

Ensure Customer Service and Order Entry processes, for German business by guaranteeing the operation of the flow of orders and the management and control of administrative related tasks for the proper functioning of the organization.

Key Accountabilities

1.Order to cash

• Order entry : hospitals, wholesaler and retail pharmacies.
• Process and manage orders in the system and ensure reach to the Logistic Agency to be delivered.
• Discounts and pricing revision and alignment for orders
• Registration and updating of processed orders and data
• Stock value loss compensation claims control and monitoring.

2.Customer Service

• Ensuring service and quality standards for the CS
• Operational responsibility for the day-to-day business
• Permanent analysis and control of KPIs
• Close collaboration with the sales force / first point of contact for all OTC matters
• Setting up processes to ensure cooperation with 3pl
• Ensuring right master data creation through 3PL

3.Supply Management

• Check the stock with frequency to ensure we don’t run out of stock
• Expiry date continuous check and short shelf life management.
• Returns management and coordination.
• Ensure that the returns from customers received in our Warehouse in good conditions

Educational qualifications

• commercial training, e.g. as an industrial clerk (m / f / d) for wholesale and foreign trade or forwarding clerk (m / f / d)
• Medium level of MSOffice package.
• Fluent written and spoken German – C-Level
• a basic knowledge of English

Relevant experience :

Minimum 5 year experience in the customer service of a medium-sized company, preferably in Pharma field.

Skills :

• service-oriented mindset ensures a professional approach to our customers
• high level of commitment and organisational talent
• like to work independently and reliably
• flexibility, diligence and a hands-on attitude and enjoy working with an efficient, motivated team