Customer Contact Management Senior Analyst, KL Hub

About the Job

As a Customer Contact Management Senior Analyst, you are responsible for managing requests and disputes from customers. Registers the cases in systems and classifies them according to the classification matrix. Performs a first analysis to analyze and resolve within fixed service level target time. Coordinates with other neighboring functions (e.g. Supply Chain, Commercial, Quality) to close the case by gathering information and investigating.

The objective is to reach the highest first call resolution rate and provide a positive customer experience framed by a target lead time determined by priorities. This role requires a detailed understanding of Order to Cash activities passionate by customer satisfaction and problem resolution.

Job responsibilities:

• Collect and register inquiries, requests, claims, returns from external and internal customers in a timely manner, based on predefined priorities.

• This activity is driven by “first call resolution” practice especially for requests

• Perform a claims/returns policy check, and escalate non-compliant cases to the accountable business contact for decision 

• Coordinate with internal or external stakeholders to investigate the cases based on the information gathering during registering process

• Liaise with third party or internal sites in case of refusal, damage, overage, DC error, shortage

• When relevant inform internal stakeholders to communicate decision

• Guarantee that classification of requests and claims is consistently applied allowing to perform root cause analysis

• Select the appropriate resolution process as per request/claim management guidelines, manage subsequent documents, such as credit/debit memo and/or returns/refusals orders

• Ensure approval workflow is followed to obtain relevant approvals

• Apply internal control rules whenever required

• Monitor operational reports, follow-up on all requests and claims to secure resolution and communication to customer

About You

Language

• Excellent English written and verbal 

• Additional language skills will be advantageous

Functional Skills

• 3+ years´ experience in Customer service in contact with the customers or similar (essential) preferably in Pharma

• Previous experience in a Shared Service environment is preferred

• Strong understanding of order to cash overall processes

• Good business acumen (advantageous) 

• Experience in call centers resolving customers issues (advantageous)

• Strong problem solving, deductive and analytical skills (advantageous)

Technical

• Hands-on experience of Salesforces Service Cloud & SAP in S4 Hana preferably

• Knowledge of Microsoft Office and expertise of MS Excel (essential)

• Experience being part of a project team member (leading or participating

Interpersonal

• Ability to interact with customers in a professional manner (essential)  

• Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner  

• Well-inclined towards change and has the ability to work under pressure. 

• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential)  

• Good communication skills (essential)

• Able to coach / train junior or new employees

This job post is subject to local legal and social procedures where applicable.