Customer Support Administrator

European Recruitment are long term partners of a large Pharmaceutical Client in Solna, Sweden. We are currently supporting them in the search for a Customer Support Administrator for a period of 11 months. The purpose of this role is to provide customer support, including order processing, sales support, query handing and communication with both internal and external customers.

Responsibilities:

• Order administration
• Ensuring all orders received via telephone, fax, post, email & EDI are processed accurately and promptly upon receipt.
• Ensure daily, weekly and monthly reporting is carried out as per business requirements.
• Provide product information and technical advice
• Complete diverse administrative tasks according to customer/market requirement
• Ensure that all customer queries - order queries, stock situation, deliveries, invoices - are resolved satisfactorily
• Monitoring the invoicing process.
• Process returns from the customer in accordance with company policy
• Manage a portfolio of top revenue generating customers in order to increase customer loyalty.
• All queries handled according to specific quality guidelines.
• Work closely with internal/external customers to build and maintain customer loyalty.
• Tailor solutions to customer needs.
• Take full ownership of all customer issues/complaints till resolution, including corrective and preventive actions.
• Identify teaching opportunities.
• Liaise with key departments such as Sales, Warehouse, Accounts Receivable, Data Base Administration and Field Service to co-ordinate daily activities.
• Enforcement of new and existing policies to both internal and external customers.
• Adhere to and maintain Standard Operating Procedures.
• Participate in internal and external Quality audits.
• Keep up to date with process and product changes via our online Learning Management, System, in-class training and external courses.
• Escalate all product complaints (technical and medical) to the Quality dept in the local market.

Essential Requirements:

• Fluent in Finnish essential
• Computer knowledge: Windows application Word/Excel
• Keyboarding skills - + 35 wpm
• 1 year experience in a Customer Service environment

Advantageous skills:

• Fluent in Swedish / Danish / Norwegian
• Experience with Outlook

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