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Order Processor

3 months ago

Cheshire, United Kingdom Cpl Full time

Job title: Order Processor/ Customer Service (MUST be Dutch speaking)

Duration: 10 Months

Location: Chester (hybrid working, 2-3 times per week required in the office)

Rate: £15 per hour


We are working with a very large pharmaceutical giant based in Chester, and they are looking for an Order Processor to join their team for an exciting contract they have.


Responsibilities:


·       Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP).

·       Receive orders and enter them in SAP system after performing validations on order following defined business rules.

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

·       Handle backorders and returns for customers: entering into system, obtaining approvals where necessary, informing customer of decisions, and clearing logs.

·       Monitor all open orders until completion and address exceptions.

·       Archive order and delivery documents.

·       Receive and answer customer contacts through phone, e-mail and fax and record in call tracking tool.

·       Route inquiries to related departments (within Capability Centre or in markets).

·       Handle customer routine complaints and disputes; resolve disputes; route disputes to the proper channels.

·       Determine root causes and inform customers of outcomes.

·       Receive and resolve internal ad-hoc inquiries.

·       Liaise to BFS in-markets teams to understand order requirements for new product launches and special orders (e.g. clinical trials, free goods).

·       Support internal and external audits.