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Customer Care Specialist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Takeda Pharmaceutical A tiempo completo
**Customer Care Specialist**
- English version_
**WHAT YOU WILL DO**
The Customer Care Specialist is responsible to manage interactions with customers and patients regarding requirements such as receipt purchase orders, scheduling, and dispatching (Including reverse logistics), product and service complaints and product support; meeting customer requirements in terms of service and quality, aligned with the objectives, and policies of the organization.
Also, this role is responsible for maintaining a permanent communication with stakeholders internal and external to assess customer demand and actively participate in projects to improve them.
This position reports to Key Account Management Head and is based in Bogotá, Colombia.
**WHAT YOU WILL WORK ON**
- Order management and scheduling process align with patient support program processes.
- Be the first point of contact for customers (via mail or phone) documenting each customer's requirements and giving them the right answers and directions according to the company procedures.
- Carefully identify problems that might arise from customer to minimize product rejections or returns.
- Manage and retain small distributors looking for growth up in the Commercial relationship.
- Guarantee a billing process without errors for all the customers assigned.
- Receives processes and monitors purchase orders for all customers and patients, ensuring the promise of service offered.
- Manages inventory allocation and products in back order, considering preparation timelines and deliveries according with Demand planning and W&D procedures.
**WHO ARE WE LOOKING FOR**
**Experience & Education**:
- Bachelor´s Degree in Management, Logistics, Business or a related area.
- Minimum 3-year work experience in relevant industry areas such as Pharmaceutical or highly regulated and compliance industry.
- High numerical analysis and attention to details.
- Capable of prioritizing tasks to ensure timely completion of critical business processes.
- Advanced knowledge in Excel is required.
- Knowledge of GMP manufacturing and end to end supply chain is required.
- Knowledge in SAP is desired.
**Competences & Skills**:
- Effective and Empathetic Communication Competencies.
- Ability to make decisions and manage ambiguity.
- Critical thinking.
- Customer focus and Business Acumen.
- Working under pressure and results oriented.
- Ability to make decisions and solve problems.
- Commitment to promote diversity, equity and an inclusive environment.
**LOCATION**:Bogotá, Colombia.**
**_ Versión Español_**
**PROPOSITO DEL ROL**
El rol de Especialista en Atención al Cliente es responsable de administrar las interacciones con los clientes con respecto a requisitos tales como órdenes de compra de recibo, programación y envío (incluida la logística inversa), quejas de productos y servicios y soporte de productos; cumpliendo con los requerimientos del cliente en términos de servicio y calidad, los objetivos y políticas de la organización.
Asimismo, este rol es responsable de mantener una comunicación permanente con grupos de interés internos y externos para evaluar la demanda de los clientes y participar activamente en los proyectos para encontrar áreas de mejora.
La posición reporta a Key Account Management Head y tiene base en Bogotá, Colombia.
**DESAFIOS EN LA POSICIÓN**
- Realizar la gestión de pedidos y el proceso de programación de acuerdo con los procesos del programa de apoyo al paciente.
- Ser el primer punto de contacto para los clientes (vía mail o teléfono) para documentar los requerimientos de cada cliente y dándoles respuestas e instrucciones correctas de acuerdo con los procedimientos de la compañía.
- Identificar cuidadosamente los problemas que puedan surgir con los clientes para minimizar rechazos o devoluciones de producto.
- Administrar y retener pequeños distribuidores buscando crecer en la relación comercial.
- Garantizar un proceso de facturación sin errores para todos los clientes asignados.
- Recibir procesos y monitorear órdenes de compra para todos los clientes y pacientes, asegurando la promesa del servicio ofrecido.
- Gestionar la asignación de inventario y los productos en orden pendiente, teniendo en cuenta los plazos de preparación y las entregas de acuerdo con la planificación de la demanda y los procedimientos de W&D.
**A QUIEN BUSCAMOS**
**Experiência y educación**:
- Pregrado en Administración, Logística, Negocios o en áreas afines.
- Experiência laboral mínima de 3 en compañías relevantes como Industria farmacéutica o compañías altamente reguladas.
- Habilidad demostrada de análisis numérico y atención a los detalles.
- Capacidad para priorizar tareas con el fin de garantizar la finalización oportuna de los procesos comerciales críticos.
- Conocimiento avanzado en Excel.
- Conocimiento de la fabricación GMP y la cadena de suministro.
- Deseable conocimiento en SAP.
***Competencias y habilidade