Customer Services

2 weeks ago

Chester, United Kingdom Gibbs Hybrid Full time

Customer Services - Dutch speaker

My client based in Chester requires a Dutch speaking Customer Services Associate to join on a 6 months contract paying £15/hour. This role will be hybrid working - 50% based in the office in Chester and 50% from home/remotely.
- 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
- 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 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

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