Customer Operations Specialist

Job description

The Costumer Operations Specialist acts as an integrated part of the organization, being a partner in the development of the business and adding value as an ambassador of Operations. He/she ensures timely supply to the market with top quality products and manages the supply chain with its immediate objectives of transparency, flexibility, sustainability and efficiency with an End to End approach.

Responsibility:

• Ensuring the proper flow of products and information from order receiving, till shipment dispatch and receiving shipment by customers.
• Monitoring of order processing progressand proactive work to identify potential risk for keeping timeliness of orders.
• Shipment organization: allocation, truck composition and shipping instructions to export department.
• Creating correspondence, reports and other documents which are in responsibility of customer service.
• 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.
• Strengthening relationships with all departments like warehouse, transportation, supply chain, quality, RA, finance, sales & marketing.
• Active search for areas for process, costs or quality improvement. Cooperation with other functions by participation in cross-functional projects/tasks to identify inefficient processes, develop and implement improvements.

Requirements

• Previous experience in customer service or logistic (customer service or direct cooperation with customers).
• Fluency in Romanian language is a must.
• Fluency in English – both verbal and written.
• Advanced knowledge of MS Office programs – Outlook, Excel.
• Previous experience in import/export/logistics will be an asset.
• Great communications skills and ability to build relationships.
• Adaptable, collaboration and team building skills.
• Customer focus and drive to deliver high quality service.