Customer Service Specialist

Job Description

The Customer Service Specialist (CSS) will be responsible for classical customer service tasks and will also have a coordinator role between the Business Service Center (BSC) and the business. The Customer Service Specialist will report to the Commercial Lead and work cross-functionally and closely together with Supply Chain Management, BSC and Commercial Lead.

Customer Service Specialist (CSS) will work closely with its team members and activities will be allocated within the team based on the actual team set-up and interests-capabilities of the members. The scope of this role will therefore be shaped based on business needs and alignment across the customer service and commercial teams.

Primary Responsibilities:

Customer Service:

• Work together with internal stakeholders in order to manage the distribution of products to customers.
• Stock Monitoring at customers and managing allocations in case of low product availability.
• Emergency Channel management.
• Support product allocation and exception processes (Limited stock allocation; expiries, Batch approvals)
• Intervene as key customer contact and connection between business and CSS in case of specific issues that CSS cannot handle for OTC activities handled by CSS (orders management, collection, billing, dispute/claims management, returns)
• Will cooperate with QA department in product complaint handling, drug recall/withdrawal, and customer qualification
• CSS works cross-functionally with company's other departments as pricing, quality, commercial, finance, regulatory and others
• Order management – CSS is accountable for product allocations, reviewing and approving of the orders to reject or release. Also, CSS is accountable for reviewing approving any sales adjustments CR/DR or returns.
• CSS is accountable for approval and decision making for order management activities.

Billing:

• Internal governance related to billing of documents to customers
• Overview of shared responsibilities between customers service specialist and BSC Prague
• Reconciliation of billed documents versus estimates and signaling of errors, if any, to relevant functions for actions/remediation

Logistics support:

• Communication and cooperation with Hungarian distribution center (DC) on shipping calendar alignment, tracking of product deliveries, supply, plant replenishment & stock management at DC
• Coordinates the 3PL activity: monitoring the information sent to 3PL is accurate and deliveries to the end customers, tracking the products’ deliveries, internal COMET processing of data received from Alloga system due to manual interface (eg PGR, PGI).
• Demand planning:
  • Demand forecast management (monthly): coordinate data collection with business leaders, data upload, reconciliation and reporting in Rapid Response (system).
  • Support the end-to end planning process (from planning to final release) through planning customer demand.
• Order management: roles and responsibilities are split between customers service specialist and BSC Prague, though facilitate locally on a need base Customer's request and/or problems, returns and acts as a local point of contact.
• Sales adjustments: ensure the monthly/quarterly Customer Credit Requests/ Debit Requests are created in line with existing customer agreements (management and processing of distribution/quality complaints, damaged/returned/expired goods).
• Month end accruals GtN and reconciliation support to Planning including facilitating relevant GOA
• Support for claw back related payments including internal review, processing, reporting and documentation in cooperation with Market Access and Accounting
• Manage, process and reconcile monthly and quarterly relevant management reports: in market sales reports, returns overview, claw back related payments and analyses
• Pricing and contracts: manage Price List, price conditions, rebates requests, manage forms, ensure approvals, ensure legal review and communication to customers.
• Ensure the launch of a new product from customer service point of view:  launch letter sent to the customers, create price forms and request to be set up correctly in Comet (according to National Price Catalogue/Canamed table), submitting product launch request form.
• Point of contact for PSO (Product / SKU Optimization) within a country, Facilitate Market Review by collecting & consolidating feedback from Local X-functional Stakeholders into the PSO Workflow to provide feedback to Country PSO Leads; approve or reject SKUs/MAAs under evaluation and provide a detailed