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Customer Operations Coordinator CEE

Apply Now Email Me Job ID SR0038696 Date posted 09/05/2019 Location: Warsaw, Poland

PRIMARY ROLE

Responsibility for customer service operations including but not limited to order management, shipment coordination, invoicing and shipping documents handling, complaints management, customer database update in CEE markets, as well as new product launches and demand forecast activities support with regards to customer service activities.

JOB DUTIES & RESPONSIBILITIES

85% of the time; Order management & Shipments Coordination

10% of the time; Demand forecast & New Product Launches Support

5% of the time; Reporting – Open Orders, Sales Data, others  

Essential Functions:

1. Ensure proper flow of products and information from order taking till shipment dispatch and receiving it by customer including:

  • Order taking from Customers (e-mail)
  • Customer order entry into transactional system
  • Prices and delivery terms verifying with accepted offers
  • Internal notification to involved teams about new orders according to existing processes
  • Monitoring orders processing progress and proactive work to identify potential risk for keeping timeliness of orders promised dates

2. Preparation of documents concerning order handling:

  • Sales invoices gathering from transactional system and sending them to customers
  • Credit/Debit notes issuing based on proper acceptation flow processes -  business reasons, returns, complaints
  • Other necessary documentation preparation or gathering to ensure proper service for customers
  • Creating correspondence, reports and other documents which are in responsibility of customer service

3. Complaints service:

  • Claims receiving from customers
  • Proactive work to solve customers’ complaints in line with internal policies and procedures
  • Giving feedback to customers regarding the status of complaints
  • Receiving information from customers about adverse events and reporting them to Pharmacovigilance department

4. Building relationship with customers:

  • Knowledge of customers’ purchasing processes
  • Obtaining customers’ registration documents
  • Orders receiving
  • Information on the products' availability
  • Information about the order status after verification with transport department
  • Promised delivery dates confirmation
  • Verification of product stock level at customer side, if necessary

5. Customer database update:

  • Updating customer address data in the database
  • Coordinating process of setting up new customers in the database

6. Strengthen relationship with all departments like logistics, transportation, supply chain, quality, RA, finance, sales & marketing

7. Timely execution of tasks assigned by Supervisor

8. Compliance with company procedures

9. Compliance with procedures and regulations in served markets

10. Archiving documents related to Customer Service area

EDUCATION & EXPERIENCE REQUIREMENTS

Essential:

  • Minimum Secondary education in general administration
  • Minimum two years of customer service experience in product sale and distribution (customer service or direct cooperation with customers)
  • Fluent English
  • Proficient with Microsoft Office package tools, especially Word and Excel

Desired:

  • Experience with logistics operations and product supplying
  • Experience with SAP

COMPLEXITY & PROBLEM SOLVING

  • Product availability monitoring and back orders handling
  • Sales conditions control and proper applying in daily operations
  • Timely coordinating orders shipments
  • Handling customer complaints
  • Precise communication with logistics teams, business and customers

INTERNAL & EXTERNAL CONTACTS

  • Quality Assurance – handling product release, customer complaints
  • Trade Compliance – denied party screening
  • Finance – credit control handling
  • Cluster Operations Lead – product availability, orders compliance with demand forecast, new product introduction activities support etc.
  • Logistics team at the plants – orders shipments organizing and shipping documentation
  • Business – sales conditions validation, open orders and sales reporting, demand forecast validation coordination, new product launch plans confirmation
  • Customers – orders fulfilment and deliveries confirmation

Notice to Employment / Recruitment Agents:

Employment / Recruitment agents may only submit candidates for vacancies only if they have written authorization to do so from Shire, a wholly-owned subsidiary of Takeda’s Talent Acquisition department. Any agency candidate submission may only be submitted to positions opened to the agency through the specific Agency Portal. Shire, a wholly-owned subsidiary of Takeda will only pay a fee for candidates submitted or presented where there is a fully executed contract in place between the Employment / Recruitment agents and Shire, a wholly-owned subsidiary of Takeda and only if the candidate is submitted via the Agency Portal. Candidates submitted or presented by Employment / Recruitment Agents without a fully executed contract or submitted through this site shall not be deemed to form part of any Engagement for which the Agency may claim remuneration.

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