As Customer Support Representative, you will :
•Coordinate and/or enter orders coming in via fax, e-mail or telephone from customers and sales representatives according to specific requirements, including bundling & consignment orders, free of charge deliveries etc.
•Address enquiries from third party order processing supplier with regards to orders placed by customers and or sales representatives
•Monitor the delivery processes (e.g. Distribution Center and/or carrier), follow up and take actions to ensure customer expectations are met. Arrange special deliveries on request.
•Ensure correct and timely invoicing, follow up on obtaining purchase order references from customers when applicable
•Handle service complaints from customers and/or sales representatives
•Handle requests for returns and/or credits from customers and sales representatives after obtaining appropriate authorization according company policy.
•Address issues in the returns process with freight forwarder, warehouse, sales representative and /or customer
•Respond to enquiries from sales representatives, pharmacists, nurses and/or doctors about orders, deliveries, product availability, warranty requests etc.
•Responsible to follow up on the Field inventory checks with the sales representatives on agreed timeframes,
•Manage litigations when applicable
•Report on backorders, Field Inventory and operational key metrics.