Customer Service Specialist

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Job Description

ROLE OBJECTIVE

At Takeda, we are transforming the pharmaceutical industry through our R&D-driven market leadership and being a values-led company. To do this, we empower our people to realize their potential through life-changing work. Certified as a Global Top Employer, we offer stimulating careers, encourage innovation, and strive for excellence in everything we do. We foster an inclusive, collaborative workplace, in which our global teams are united by an unwavering commitment to deliver Better Health and a Brighter Future to people around the world.

Are you looking for a patient-focused, innovation-driven company that will inspire you and support your career? Do you have a passion to serve hospitals in Greece and helping timely supply of medicines to patients? If so, be empowered to take charge of your future at Takeda. Join us as a Customer Service Associate, at our Athens office.

As Customer Service Associate you are the voice of Takeda for the Greek hospitals, EOPYY  and wholesalers. For Takeda, patients come first. Timely treatment and hence timely supply of medicines can have a huge impact on treatment, recovery and quality of life for patients.  Takeda in Greece offers gastro, oncology, immunology, hematology, neuro, rare diseases and internal medicine therapeutic areas.

As Customer Service Associate you are responsible for ensuring customers and patients get their medicines on / before time, with pre-agreed official pricing in line with respective laws, processes & systems, regulating the distribution of healthcare products. 

A typical day for you would be receiving multiple orders via emails or phone as well as escalation calls from hospitals or wholesalers about delivery or returns or following up on credit notes.  You’d need to be fast with systems or learning systems to have an efficient day as well as like working with numbers that requires attention to detail because correct deliveries are appreciated by customers.

ACCOUNTABILITIES

• Order taking via phone, email, and processing in SAP
• Processing shipments and deliveries with 3PL warehouse
• Handling of return shipments and claims management
• Customer query handling from both external and internal customers
• Influence purchasing behavior of customers; optimization of customers’ purchasing behavior
• Control Inbound deliveries and ensure sufficient stock levels
• Work closely with billing specialists
• Processing of export orders to Malta & Cyprus
• Material Master Data management
• Ensure SOP and day to day compliance is followed.
• Ensure Controls in place for PDT distribution restrictions, etc
• Supporting internal and external audit for administering the sale order mgt cycle
• Support and be back-up of the other team members
• Helping Supply Operations & Logistics Lead with SOPs and Ad hoc Projects

SKILLS and COMPETENCIES

Critical Skills and Competencies

• Strong analytical skills, communication skills, task management & negotiation skills
• Attention to detail and precision with numbers on day to day operations
• Good learner with systems, preferably some experience in working with SAP SD and MM modules and MS Office applications
• Preferably basic knowledge of the pharmaceutical, hospitals or healthcare environment
• Basic knowledge of GDP
• Written and Verbal fluency in Greek and English

Experience and Education

• Either : TEI or higher qualification with 2 or more years experience in Customer Services or