Customer Service Specialist

Thoratec Switzerland GmbH

Publication date:
13 February 2025
Workload:
100%
Contract type:
Permanent position
Place of work:Basel

Job summary

Abbott, a global healthcare leader, delivers life-changing technologies. Join our dynamic team in Allschwil-Basel for a rewarding career opportunity.

Tasks

Manage customer orders and execute them accurately in ERP systems.
Serve as the main contact for customers, resolving inquiries and issues.
Analyze customer service metrics and suggest improvements to management.

Skills

Commercial or logistical education and relevant professional experience.
Proficiency in ERP systems, especially SAP and APO planning tools.
Advanced Excel skills for data analysis and reporting.

Summary from the original job ad

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Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.<div><div><div><div><div><div><div><div><div>Abbott Established Pharmaceutical Division (EPD) is looking for a</div></div></div></div></div></div></div></div>Customer Service Specialistfor its global Pharma Division Headquarter based in Allschwil- Basel.</div>Primary Job Function:<ul><li>Assure an efficient supply of goods to assigned customers, executing orders in the ERP system, to deliver the required product, the correct volume and quality at the right time, in the requested point in the country.</li><li>The Customer Service Specialist is responsible for the entire order management process, steering and controlling the order process in SAP and APO planning systems during the whole lifecycle of the sales order. Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing exceptional service.</li><li>Generate and analyze reports on customer service metrics, inventory levels, and sales performance. Present findings to management and suggest improvements.</li><li>The mission of the Customer Service Specialist is to ensure high service level towards customers and acquire market knowledge and products specificities to act proactively and avoid back-orders situations.</li></ul>Core Job Responsibilities:<ul><li>Manage customer purchase orders and sales order entry.</li><li>After full sales order completion, release delivery block to ensure timely sales order execution. Ensure all sales order information and documentation are accurate and complete.</li><li>Control all orders within firm period, check and convert the requirements within the planning time fence to ensure timely fulfillment.</li><li>Management of regular commissions according to customer profiles and irregular credit, debit notes for adjustments</li><li>Proactively prepare for month and quarter-end sales order execution to meet sales targets and deadlines.</li><li>Track the availability of materials to ensure on-time and in-full delivery of customer orders.</li><li>Communicate and coordinate with various departments, including Manufacturing, Procurement, Demand, NPI, Logistics Execution, Quality Assurance, Finance, Commercial, and Regulatory Affairs, to fulfill customer requests and ensure smooth operations.</li><li>Conduct order reviews with customers as part of the Sales and Operations Planning (S&OP) process to ensure alignment and address any issues proactively.</li></ul>Minimum Education:<ul><li>Commercial or logistical education</li></ul>Minimum Experience/Training Required:<ul><li>Professional formation and experience gained through a previous and comparable position.</li><li>Proven experience in order processing in a customer service department, preferably in the pharmaceutical industry</li><li>Basic knowledge in transport and logistics, Incoterms, etc.</li><li>Experience with ERP systems, preferably SAP and APO planning tool.</li><li>Excellent command of English is essential; knowledge of any other language is an asset for country allocation and customer service support.</li><li>Advanced proficiency in Microsoft Excel, including the ability to create complex formulas, pivot tables, and data visualization tools to analyze and interpret data effectively. Proficiency in other Microsoft Office applications such as Word, PowerPoint, is also required.</li><li>Experience with data analysis software such as Power BI (PBI) or similar tools is a plus. This includes the ability to create interactive dashboards, generate reports, and provide insights to support data-driven decision-making.</li></ul>Do you like the sound of this job and think you’ve got what it takes? Then send us your CV today. We look forward to receiving your application as pdf.(If you want to upload several documents, don`t save in between uploading them to be able to do so. Once you save your uploads, you will not be able to add more documents)

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Bank / Economy, Customer Service / Front Office

Customer Service Specialist

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