Overzicht
Order management
• Process commercial orders according to customer instruction and applicable conditions
• Provides excellent customer and product service; ensures customers are satisfied
Shipment management
• Track & trace shipments: monitoring shipments and pro-actively respond to and/or escalate potential issues.
Call handling
• Call handling: ensure precise and promptly response to customer queries within the agreed service levels and applicable conditions.
• Develop and maintain good relationships with internal/external customers (affiliate, physician, pharmacist, wholesaler, hospital, distributor etc and other ABR departments)
Other
• Ensure knowledge of GMP/GDP and job related training is up to date, including various applicable controlled documents
• Provide other ad-hoc country specific support during business hours
• Provide ad-hoc limited backup to other functions in the Regional Supply Chain team
Executes other functions as assigned. Non routine tasks are usually resolved with the involvement of a supervisor
Knowledge
• Knowledge of basic principles, methods, and practices of professional field
• Typically obtained through formal study
• General knowledge of procedures and activities within own work area
• Ability to relate day-to-day work to business priorities
• General understanding of industry practices and standards
Problem Solving
• Applies broad-based research, information gathering and analytical skills to factual information
• Selects appropriate alternatives form defined options
• Collects required documentation; verifies conformance of documents with standards
• Assesses accuracy of detailed information
• Tracks, maintains and produces regular and ad hoc reports
• Identifies roadblocks to task completion and effectively brings them to line managers for resolution
Autonomy
• Works under general direction, seeks assistance as needed
• Completes work in accordance with accepted practices within field
• Establishes approaches for completing assignments
• Work requires consistent exercise of discretion and independent judgment
• Works with team to support achievement of project milestones
Contribution
• Contributes to own team/closely related teams through quality and accuracy of own output
• Builds productive internal/external relationships
Amgen strives to serve patients by transforming the promise of science and biotechnology into therapies that have the power to restore health or save lives. In everything we do, we aim to fulfill our mission to serve patients. And every step of the way, we are guided by the values that define us.
The Customer Success Back Officer contributes to the completion of milestones associated with commercial order management and specific projects or activities within the department or team related to commercial supply chain, besides ensures optimal internal and external customer satisfaction in line with Amgen’s policies and procedures.
Minimum Requirements
• MBO+
• Established knowledge and experience of a wide range of administrative tasks
• Ability to multi task and work within diverse, international group of people
• Experience in working with automated systems (computer based business systems) like MS-Office
• Advanced communication skills
• Customer focused
• Fluency in German and English
• High quality standards w.r.t. work
Preferred Requirements
• Degree in Economics, Business Administration or related area
• Minimum 1 to 2 years of related experience in customer service or similar
• Fluency in multiple languages
• Computer skills and ERP experience
• Experience with issue handling in a logistic environment
• Problem solving skills
• Ability to set priorities
Vacature type:
Categorie: Customer Support / Client Care
Ervaring: Full-time