Customer Service Teamlead
Listed on 2026-01-25
-
Customer Service/HelpDesk
Customer Service Rep
Managing the Customer Service team : to assure the recruiting, integration, development and the training of the team members. Coaching of the team members to maximize impact and commitment to the job
Ensuring the correct recording and processing of orders of all kinds
Acceptance and answering of special customer inquiries, which can not be answered by the Customer Service Associates or other internal bodies
Ensuring correct processing of returns
Co‑operation, coordination and communication of processes in connection with price reductions and/or discount schemes
Analysis and evaluation of transport damage, as well as taking measures to improve the quality of transport together with the Head SC
Coordinating and communicating stockouts (follow‑up) and recalls in close collaboration with STO team, resp QP.
Overall coordination with the warehouse and customers in all sales‑related matters
Valid business partner with Supply Chain teams (S&BP, Demand & Supply planning), Finance teams (prices, discounts) and Commercial teams (KAM, Brand manager) for achieving the company sales objectives
Monitoring and correction of interface errors in warehousing and customer orders and customer master data
Special projects to improve processes and efficiency. Assure good documentation of customer service related processes. Maintain working instructions.
Execution/control of reports from the Sandoz Minimum Control Set (MCS). Ensuring systematical, timely generation of Customer Service reports
Key performance indicators:- OTIF
- Number of calls missed/total number of calls (max 2% missed calls)
- All returns/complaints must be completed within 30 days
- Recording the complaints
- Capture manual vs. electronic orders
- Individual target agreements
University degree in Economics or equivalent additional education. Experience in customer service and / or pharmaceutical industry. SAP know‑how, module SD (MM Plus), MS Office.
Work Experience:At least 1 year experience in a similar position.
Experience in a pharmaceutical environment is a plus.
Skills:Teamplayer, business partner for the commercial departments.
Great customer orientation and ability to quickly record processes and carry out optimizations.
Fast reaction time and high quality awareness.
Skill in moderation between customers and corporate interests, leading the team to operational excellence.
#J-18808-Ljbffr(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).