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Customer Care Lead

Michael Page
Zug

1T

For our client, a company in the pharmaceutical sector with modern offices in the Zug region, we are looking for a Customer Care Specialist, with experience in dealing with customers and high-quality awareness

Customer Care Lead

For our client, a company in the pharmaceutical sector with modern offices in the Zug region, we are looking for a Customer Care Specialist, with experience in dealing with customers and high-quality awareness

Stellenbeschreibung

In this role you will…

  • Execute all order taking activities within the service level agreement to drive efficiency in the process
  • Implement and analyze KPI to monitor and improve performance
  • Maintain (create or update) commercial agreements and conditions in SAP upon request from Trade team or any other appointed responsible based on commercial conditions template
  • Act as a first point of contact for all customers and Authorities related queries
  • Handle all customers claims & returns in an efficient, professional & timely manner and provide resolutions
  • Manage customer master data
  • Manage claims management with CCM tool
  • Record and dispatch customer complaints
  • Manage incoming mail and responses
  • Handle telephone calls related to customer orders and deliveries
  • Share cross-functionally with different internal departments
  • Collaborate with our external distribution center (deliveries, interfaces, stock)

Profil

  • Bachelor's degree or equivalent experience, CFC Commerce
  • Proven experience working in Order management / Claims management
  • Outstanding interpersonal and communication skills with a business and customer focused orientation
  • Analytical mindset with an ability to understand customer transactional and commercial data
  • Experience working in cross-functional teams in an international environment
  • Ability to work independently as well as part of a team
  • SAP (ERP) system knowledge, good Excel skills
  • Bilingual German / French written and spoken and good English skills
  • Good writing skills

Das Angebot

If you are looking for a new challenge with varied and responsible tasks in a modern company with attractive employment conditions, we look forward to receiving your application.