JOB SUMMARY
Provide customer service to ensure customer satisfaction according to Terumo BCT policies and processes. This position report directly to Latam Customer Service Supervisor.
Customer Service including Order-to-Cash (OTC) sales order entry and fulfillment processes, invoicing, returns, and customer complaint handling, document support, Improvement process in relation to the operations in Chile or countries that may be assigned.
ESSENTIAL DUTIES
- Customer service to external customers and to Technical Service (internal and outsourcing services)
- Daily reception and process of customer orders to achieve On Time deliveries.
- Daily reception and process of service orders. (Capital device, free of charge)
- RAR Support, Sales Orders Vinculation with Contract: Placement, Service, sales
- Daily review and follow up of Open Orders due to credit block, pricing block, back orders.
- Invoice, credits and returns issue both in SAP and EDI fiscal system.
- Coordination and review documents with Fiscal area, invoice conciliation, etc
- Customization process according to tenders, contracts or customer needs.
- Cordination with 3PL for distribution and delivery to end customers.
- Delivery follow up to ensure customer satisfaction.
- Support Capital Device transactions in SAP, coordination with Finance, and delivery to the end customer.
- SalesForce case creation for credits or customers concerns, document support and closure of the case with the corresponding approval.
- Ensures transaction completion and documents support for auditory of movement of goods and traceability, and according to Inventory Management Policy, Customer - Orders document, instructions, invoice, free of charges approvals, etc
- Ensure fisical documents signed by customer (Invoice, dispatch guides, Credit notes, Returns) for collection proposes.
- Maintains quality and frequent communication with LATAM Customer Service Supervisor.
- Develops and maintains successful relationship with external and internal customers
- Regional CS back up of Uruguay & Brazil (Spare Parts and device movements)
- FTZ UY EDI invoice support
OTHER DUTIES AND RESPONSIBILITIES
- Support open order analysis and inventory plan, fluent and proactive communication with FTZ Logistics planner and with commercial team to avoid back orders, customer issues or inventory challenges.
- Follow up of order credit unblocks with Finance and Commercial.
- Follow up with Commercial area about : Price changes and orders blocks due to price changes and customers set up.
- Review monthly CS & Logistics costs to coordinate the approval with the manager
- Support KPI information for consolidation in a regional KPI
MINIMUM QUALIFICATION REQUIREMENTS
Education
- Business university degree in administration, accounting, foreign trade, etc.
Intermediate English.
Experience
- 2 years in Customer Service for Medical Companies
- Knowledge in invoicing and tax process
- Knowledge in the inventory management, carriers and 3PL interaction.
- SAP system expertise
- Excellent Office management. In particular Excel usage.
Skills
- Efective interpersonal Comunication.
- Service vocation, Proactive, motivated, analitic and precise.
- Flexible, ability to organize and prioritize the work.
- Knowledge and use of relevant PC software applications and skills to use them effectively
