Senior Customer Service Coordinator & Wholesalers' KAM

The Senior Customer Service Coordinator is responsible for managing a team of customer service employees to ensure customers’ satisfaction with a strong focus on patients. This role involves providing accurate and timely information to other departments within the organization and working closely with front office personnel to handle complaints and resolve issues efficiently. Since wholesalers are the largest customers of our organization, the Customer Service Coordinator will be responsible for building strong relationships with them in order to better balance the Supply Chain Management and to maximize business opportunities.

Key Responsibilities

• Managing high-volume workloads, including addressing customer queries and complaints.
• Implementing customer service policies and ensuring compliance with company procedures.
• Maintaining communication between all departments to keep them informed of any changes in customer service practice and updates on claims status.
• Ensuring that customer service quality is maintained, standardized and continuously improved.
• Developing strong relationships with customers to enhance customer retention and satisfaction.
• Handling the day-to-day flow of customer service operations to ensure smooth and efficient processes, balancing agents’ workload and establishing clear priorities based on patients’ needs.
• Maintaining records related to customer interactions and feedback, and acknowledging feedback appropriately.
• Acting as the Key Account Manager (KAM) for wholesalers, ensuring their needs are met and fostering strong business relationships.
• Establish customers’ targeting to set clear priorities and enhance business results.
• Collaborate in the implementation of a new application system to automatize Customer Service activities, ensuring a proper tracking and measuring Key Performance Indicators (KPI).
• Develop Customer Service KPI and monitor them to seek opportunities for improvement and drive the department towards excellence.

Required Qualifications

• Bachelor's degree in Business Administration, Engineering, Management, or a related field.
• Minimum of 5 years of experience in customer service or a related field, with at least 2 years in a supervisory or managerial role.
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and work under pressure.
• Experience in Key Account Management (KAM).
• Proficiency in SAP SD module.

Competences

• Anticipating customer needs and addressing them before they become issues.
• Effectively handling and resolving conflicts in a professional manner.
• Efficiently managing time to handle multiple tasks and meet deadlines.
• Ensuring accuracy and thoroughness in all customer interactions and documentation.
• Strong project management skills and the ability to lead continuous improvement initiatives.
• Ability to build and maintain exceptional relationships and service levels with all internal and external stakeholders and business partners.

Soft Skills

• Prioritizing the needs and satisfaction of customers in all actions and decisions.
• Clear and effective communication with customers and team members.
• Being flexible and adjusting to changing customer needs and business environments.
• Leading and motivating a team to achieve high performance and customer satisfaction.
• Excellent communication skills, being flexible to be able to adapt to any situation to obtain the best results.
• Ability to work in a team and build and maintain exceptional relationships.

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