Customer Service Specialist

23 hours ago

Upper Hutt, New Zealand MSD Full time

**Job Description**:
The primary responsibility of the Customer Service Specialist is to provide a level of customer service to both internal and external customers that meets company and market expectations.

Of critical importance to the successful execution of this role is the ability to communicate effectively, attention to detail and sound IT experience and the ability to grasp technical product and market information.

The Customer Service Specialist sits within the Animal Health organization and reports to the Customer Service Team Leader.

Our Animal Health Division operates within the pharmaceutical industry, which in New Zealand is both highly regulated and very competitive. Our success largely depends on our ability to build customer loyalty and optimize the return on customer segments. Success is often dependent on getting new products into the market quickly and reimbursed at a price acceptable to both the marketplace and the organization. Our success also depends on a high level of market penetration and effective management of emerging and existing customers. This requires a high level of coordination between customers, sales and marketing and other internal stakeholders.

**Primary Activities - Accountabilities, Supervision,**

**Customer Service**
- Process orders to meet warehouse cut off times.
- Warehouse Duties - Consignment Tracking and Tracing.
- Liaise with third party logistics company, meeting monthly with logistics partner to review KPI performance and find opportunities for improvement.
- File orders and credit claim requests electronically, maintaining transparent and auditable documentation. Accurately document approved forms, including credit management, account creations etc.
- Ensure timely entry of new customers/ contacts and accurate editing of details as required, maintaining customer master data and documentation within our Company’s systems, including but not limited to billing outputs, EDI tables, general and sales data in SAP, either directly in SAP or via BSC. Ensuring compliance to MDM approved processes.
- Complete accurate editing of customer details as required, including assisting team leader to improve processes.
- MAXX - Ensure SAP customer master data changes are reflected in MAXX, working with CE partners. Account details in SAP should reflect those in MAXX.
- Ensure MAXX processes for free & bonus goods are adhered to by commercial partners, including rejecting orders that have been entered incorrectly.
- Assist Team Leader to manage Customer Service contact centre phone system, ensuring calls are routed to the correct queue, are proactively updated to manage holiday period changes to phone logic.
- Answer phones and other customer communications, supplying relevant information to both internal and external customers as required, ensuring phones are working correctly and escalating issues as required.
- Supply relevant information to internal and external customers. Ensure product knowledge is up to date to provide single call resolution to customer enquiries wherever possible.
- Reply to correspondence received from customers.
- Ensure field staff have access to current and accurate customer information
- Responsibility for credit claim documentation and approval processes. Liaising with internal and external customers to complete the credit claim process, from claim initiation, approvals, SAP credit note processing and communication with customer or BU partners as required.
- Arrange return goods from customer for credit. Process credit.
- Undergo PV training to ensure that you are familiar with the required reporting processes and timelines for Adverse Events and Product Quality complaints
- Ensure that all potential PV and Product Quality Complaint information encountered is reported as per the PV reporting processes and timelines described in your local and global PV/ PQC training.
- Maintain knowledge of New Zealand customer service order processes and phone systems to provide ANZ support as required.
- Make recommendations to Team Leader, to simplify our ways of working, aligning processes across ANZ customer service teams.

**Documentation and PV Responsibilities**
- Undergo PV training to ensure that you are familiar with the required reporting processes and timelines for Adverse Events and Product Quality complaints.
- Ensure that all potential PV and Product Quality Complaint information encountered is reported as per the PV reporting processes and timelines described in your local and global PV/ PQC training.

**Key Skills, Knowledge, Experience, Qualifications and Competencies required**
- Completion of HSC or relevant tertiary qualifications.
- Minimum 2 years work experience in a related environment.
- Good level and understanding of SAP.
- Good knowledge of Microsoft Office Suite and experience with Inventory Control Software.
- Good data entry skills and eye for detail.
- Excellent communication and organizational skills. Ability to work

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