HRK SA is one of the biggest HR consulting organizations in Poland. HRK Finance focuses on middle- top level finance professionals recruitment. We provide executive solutions to international brands and leading Polish companies .
Customer Service Team Manager (insourcing)
województwo: mazowieckie
Responsibilities:
Person on this position, will be responsible for:
- Managing team of Customer Data Administrators (10- 15 people)
- Order Entry (automated, manual & simple,…): creation in SAP, price & availability, billing, archiving incl. sample & demo orders
- Master Data (requesting creation or change from RDA)
- Cycle Count processing : booking updates, analysis, follow-up list creation, variances resolutions
- All incoming e-mails to dedicated mailboxes covering BO processes (expl. MMXII)
- Monitoring the activity through a regular check : open order book/allocation file/ daily reports
- Capturing and documenting in CRM tool any identified customer specificities
- Logging a dispute when applicable, monitoring resolution (through FSCM) and Resolving the issue as possible
- Issue resolution and reactive communication towards the customer, including coordination of the issues especially with FO teams
- Standard returns management
- Standard Service & Repair management
- Serve as a key contact to clean-up SAP data/transaction (work close with FO)
- Ensure Front office can work effectively and with the right quality by providing the right feedback (communication) and support
Requirements:
- Bachelor Education
- Fluent English (must have)
- Very good German or French ( will be an asset)
- Any other language of one/two of the concerned countries spoken and written
- Exeprience in customer service including min 3 years of work as a team leader
- Experience in working in SSC (will be an asset)
- System minded: MS package/CRM/SAP/CISCO IPT/CRM and FSCM (will be an asset)
- Excellent knowledge of MDT products, processes, organization, tools quality & ethical standards – either demonstrated or ability to learn fast
- Good knowledge of UK/Ireland healthcare system (will be an asset)
- Ability to cope with stressful situations
- Good communication skills
- Ability to motivate the team
- Eager to get top quality (error management)
- Good judgment capabilities
- Proactive personality
- Solution Minded & Customer Focused
- Team player & flexible, but able to work independently
- Comfortable with strict processes
- Experience in working in multicultural environment (will be an asset)
Client offers:
- Work with the start-up project
- Attractive salary and social package
- Working in an international pharmaceutical company
- A great working atmosphere
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