Tecnico Servicio al Cliente

Roquette; Alcobendas; Presencial; EUR 24.000 - 32.000; Jornada completa

Descripción de la vacante

Roquette in Madrid, Spain seeks a Customer Service professional to act as the liaison between the company and customers throughout the service process. You will coordinate order flow, enter orders in SAP, manage documentation, and align production with customer requirements to ensure timely deliveries.

The role requires 2 years of international customer service experience, English fluency, and knowledge of SAP/Salesforce.

Formación

• Administrative training required (Administration FP.)
• At least 2 years of experience in Customer Service with a high international customer profile
• Bilingual English (oral and written)
• Other European languages (French, German, Italian, etc.) valued
• Knowledge of industrial environments, preferably Pharmaceutical Laboratories
• Proficient in Office automation and internal tools (SAP, Salesforce, ASPROVA)
• Knowledge of quality regulations affecting production and transport

Responsabilidades

• Manage flow of customer purchase orders with specifications (quantity, price, production and transport conditions, delivery date) and enter into SAP.
• Yearly price updates in SAP or amendments.
• Coordinate with Planning Technician to align production deadlines with customer needs and capacity.
• Coordinate weekly customer order departures with forwarders and external partners.
• Prepare transport documentation, packing lists, consignment notes and customs docs when needed.
• Create invoices after order departure.
• Collect and send production and quality documentation (COAs, weight reports) to customers, including halal/ kosher certifications and other docs.
• Book-in customer warehouse delivery date/time on customer portals.
• Launch new products/customers and manage related form submissions.
• Handle post-claim actions with Technical Service and QC/QA (collections, credit notes, rescheduling).
• Schedule production reservations based on forecast and update customer contracts monthly.
• Maintain customer database and provide personalized service via email/phone/virtual meetings.
• Back up the Planning Technician and train newcomers.

Conocimientos

Customer service

English bilingual

Communication

Other European languages

Educación

Administration FP.

Herramientas

SAP

Salesforce

ASPROVA

Descripción del empleo

Mission

Act as an intermediary between the company and the customer throughout the service process, coordinating the activity from the request of orders (under the commercial agreements established by sales), until their final billing.

Responsibilities

• Manage the flow of purchasing orders from customers with their specifications (quantity, price, production and transportation conditions, delivery date, etc.), entering them into the SAP for processing.
• Yearly price update in SAP or amend.
• Coordinate with the Planning Technician the production deadline to fit the customer's requirements with the production capacity, renegotiating the deadline with the customer if necessary.
• Coordinate weekly customer order departures, both with our forwarder, as well as with external ones.
• Prepare all the necessary documentation for the transport of orders, packing list/consignment notes, customs documentation when necessary (manually in quarantine departures when necessary).
• Create invoices after order departure.
• Compile all production and quality documentation for each shipment (COA’s, weight reports and other documentation) and send it to the customer, including specific documentation for special destinations (Halal or Kosher certifications, health or veterinary certifications, Embassylegalizations and public notaries).
• Customer warehouse delivery hour/date book-in into customer internet sites.
• Compile information and manage the launch of new products and customers (form fill in).
• Manage the actions that are necessary after a product claim from a customer once the Technical Service and QC/QA decide on the matter (manage collections, credit notes, product rescheduling for replacement or reprocessing, etc.).
• Schedule production reservations according to estimated sales (customer forecast).
• Monthly customer contract adherence.
• Update or amend customer database.
• Provide personalized customer service via email, telephone, conference calls and plant meetings or at their own facilities.
• Management and shipment of samples for customers or other departments of the company (only one agent).
• Back‑up the Planning Technician (only one agent) and the rest of the Customer Care Technicians.
• Train newcomers.
• Record the information required by procedure and ensure its traceability.
• Comply with prevention, quality and environmental regulations.

Qualifications

• Administration FP.
• 2 years of previous experience in Customer Service (with a high international customer profile).
• Bilingual English (oral and written).
• Other European languages (French, German, Italian, etc.) are highly valued.
• Knowledge of industrial environments, preferably Pharmaceutical Laboratories.
• Complete competence in Office automation and knowledge of internal tools (SAP, Salesforce, ASPROVA).
• Knowledge of quality regulations that affect the production and transportation.

Roquette strives to create a dynamic workforce while remaining firmly committed to equal opportunity by complying with EEO laws.

If you identify yourself in this position, please apply by uploading your resume and let's start the journey together!