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Customer Service Associate

3 months ago

Chester, United Kingdom Undisclosed Full time

Customer Service Associate (Dutch speaking)

9 month Contract

Chester/ hybrid

£15/hour


Job Description

  • 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