Alcon Pharmaceuticals as the global leader in eye care is helping people see the world better through advanced surgical and vision care products.
We serve eye care professionals and their patients in more than 180 countries, reaching 90% of the globe, to help millions of people see the world better with clarity, color and beauty.
The Customer Service Representative position, as part of the Supply Chain business unit, ensures continuous availability of products in the market by processing customer orders and maintains databases and related documents updated, also offers support to customers and sales team members by providing information and creating reports or creating customer offers.Major Accountabilities
Communicate with customers (via email, fax or phone) to answer their inquiries, understand the specific customer requirements, assess their needs and suggest or promote alternative products or services.
Apply established procedures to record customer orders. Use computerized systems to enter orders accurately and in due time;
check inventory availability and other details related to order processing; make decisions related to order processing by choosing the type of order to be used, transportation or content of the order.
Insure good order flow from order receiving until goods arrive to customers by communicating precisely with other team members participants into order process (warehouse, Supply Planner), colleagues from organization or third parties.
Maintain up-to-date customer records and other system databases (customer & item master data) and access information, checklists, scripts, guidelines and other materials for responding to the customer’s enquiry.
Issue Customer related documents, perform corrections via debit / credit notes and obtain the necessary approvals as per local procedures.
Maintain Customer Offers updated in JDE; obtains and documents the required approvals for any changes.
Provide to the sales force the necessary data coming from the field by using computerized systems or databases (JDE, Showcase,).
Use reporting tools to extract several reports required into daily activity (including consignment reports).
Performs stock movements (lot corrections, write off, stock adjustments) based on approved procedures, documents correctly the relevant information.
Performs specific month closure activities and reports
Follow good documentation practices. Forms are correctly and accurate completed, date and signatures are not missing. Documentation is properly packed and stored according to the local procedure and available space.
Record / report commercial customer complains. Responsible for communicating to other departments and for finding together alternative solutions on a specific commercial customer complaint by taking into consideration the whole range of facts and system (JDE) technical possibilities.
Responsible to ask for necessary approvals in order to close a customer complaint.
Comply with Alcon’s Post marketing Surveillance policies as well as all Romanian regulations regarding pharmacovigilance and incidents reporting, and forward within 24 hours from first receipt all Alcon’s product complaints (quality or medical) to the Local Complaint Manager (Local Customer Contact).
What We Offer : One of our core values at Alcon is to recognize and reward our staff as our greatest asset. We realize that it's our people who have built our outstanding reputation and that we will only maintain our leading position by continuing to attract and retain talented and motivated people.
As the member of our team, you will be provided with :
The chance to help people every day and make a difference
Competitive Salary & Benefit package
A welcoming and inclusive environment
Extensive development opportunities
Minimum RequirementsLanguage : Romanian native, English fluentUniversity degree / Graduate degreeProfessional Experience
Minimum 2 years' of experience in customer service
Advanced user level of Microsoft office is a MUSTAdvantage
Working experience in a healthcare company.
SAP practical knowledge and experience
Additional CEE languages.Soft Skills Required
professional communicational style with good interpersonal skills
high level of responsibility
punctuality, focus on quality and details
high level of integrity
ability to deliver on project, follow up and roll tasks
ability to prioritize and make decisions
ability to support and align with cross-divisional and international stakeholders at all hierarchical levelsPlease submit your application with the English version of your CV and cover letter.