Customer Service Analyst

TN United Kingdom; Maidenhead; On-site; GBP 25,000 - 35,000; Full time

Job summary

Une entreprise dynamique dans le secteur pharmaceutique recherche un Analyste de Service Client pour rejoindre son équipe. Ce rôle implique la gestion de la configuration des clients, le support des commandes bloquées et le traitement des plaintes. Le candidat idéal possède une expérience riche en service client, des compétences en SAP et une forte capacité à communiquer efficacement avec les clients.

Qualifications

• Expérience solide en service client requise.
• Compétences en gestion des plaintes recommandées.
• Confiance pour parler avec les clients par téléphone.

Responsibilities

• Créer et approuver les demandes de configuration des clients.
• Support de première ligne pour les commandes bloquées.
• Gérer les plaintes des clients.

Skills

Customer service experience

Communication skills

Complaint handling

Tools

SAP

Microsoft Suite

Job description

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Reporting to the Customer Service Manager, the Customer Service Analyst will:

• Create new Customer setup requests and give the first stage approval for new accounts.
• Initiate and approve amendments to existing accounts.
• Be responsible for front line support for blocked customer orders, involving contacting customers and managing the order block removal through SAP
• Handle Customer Complaints in the first instance
• Generate proforma invoices when required
• Receive general customer enquiries and work to resolve where possible
• Contact customers to obtain information as required
• Communicate with internal departments, sales teams and customers to complete order processing functions
• Liaise with the BPO (Business Process Outsourcing) and FSS (Financial Shared Services) departments to ensure all areas of the sales order are accurately recorded and processed
• Support the training of new starters
• Responsible for understanding and complying with all company policies and procedures
• Other responsibilities as assigned by Supervisor

Job Description

Reporting to the Customer Service Manager, the Customer Service Analyst will:

• Create new Customer setup requests and give the first stage approval for new accounts.
• Initiate and approve amendments to existing accounts.
• Be responsible for front line support for blocked customer orders, involving contacting customers and managing the order block removal through SAP
• Handle Customer Complaints in the first instance
• Generate proforma invoices when required
• Receive general customer enquiries and work to resolve where possible
• Contact customers to obtain information as required
• Communicate with internal departments, sales teams and customers to complete order processing functions
• Liaise with the BPO (Business Process Outsourcing) and FSS (Financial Shared Services) departments to ensure all areas of the sales order are accurately recorded and processed
• Support the training of new starters
• Responsible for understanding and complying with all company policies and procedures
• Other responsibilities as assigned by Supervisor

Qualifications

• Strong Customer service experience required
• Must be confident talking to customers on the phone
• Customer complaint handling experience preferred
• Excellent communication skills (Orals and Written)
• Prior SAP experience preferred

Systems

• SAP
• Microsoft Suite, including, basic Excel

Business Knowledge

• Customer Service
• Pharmaceutical Industry background (preferred)

Additional Information

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

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