Customer Service Specialist

1 day ago


Cheshire, United Kingdom Cpl Full time

Job Title: Customer Service Specialist â Greek Speaking

Location: Chester, North West

Pay Rate: Up to £17.00 Per Hour PAYE

12 Month Contract â Possibility of extension/made permanent.


My Global pharmaceutical client is looking for a customer service associate to join their team initially on a 12-month contract basis.


Position Purpose

⢠Interact with customers to receive and process orders

⢠Handle billing and account inquiries.

⢠Investigate and resolve customer issues

⢠Understand policies around order management and execute in compliance with Global Distribution Practices (GDP)

⢠Support with preparation of Extract and analyse data. 

⢠Handle escalation from specialists and acting as first line problem solver.

⢠Escalate to Manager any complex enquiry and collaborate on solution. 


Key Responsibilities

⢠Receive orders and enter them in SAP system after performing validations.

⢠Receive and answer customer enquiries through phone, e-mail and fax and record in CRM system.  

⢠Inform customers in case of quality issues related to product, recalls, or put on hold situations.

⢠Master the quality complaint procedure and adverse event as defined per SOP.

⢠Monitor all open orders/deliveries until completion.

⢠Handle exceptions, coordinate with stakeholder and escalate.

⢠Determine root causes and inform customers of outcomes with additional responsibility of first line analysis to communicate to Manager.

⢠Escalate order management disputes issues to in-market Order to Cash (O2C) team.

⢠Master the understanding of business logistics and Handle through customer complaints the creation of debit/credit.

⢠Perform Audit Control report review and escalate any potential deficiency.

⢠Understand customer qualification market specifics and provide Support for customer qualification process through the direct interaction with the customer.


Knowledge, Skills & Qualifications

⢠Business fluent in Greek, required.

⢠Experience in customer service and logistics would be beneficial.

⢠Ability to use SAP (SD module) and other Customer Service applications.

⢠Advance knowledge and use of Office productivity tools

⢠Ability to identify, analyse and solve problems, with limited guidance.

⢠Quantitative and analytical skills.

⢠Take responsibility and accountability for successful completion of assigned tasks to themselves as well as the team.

⢠Work prioritization and planning. Define long term activity schedule guided by direct manager.

⢠Co-operate with other teams both internally and with external parties. 

⢠Identify and drive areas for continuous improvement.





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