Customer Service & Demand Planner
Auren Personas
- Madrid
- Permanente
- Tiempo completo
As Customer Service & Demand Planner, you will provide support functions to the Spanish team to ensure excellence in customer care and demand planning. You will provide support to the sales team and minimize out of stocks, to accurately plan the demand for all SKUs on a monthly basis; manage and ensure timely supply of products.Key ResponsibilitiesSupply Chain & Operaciones
- Managing Supply chain, deliveries and warehousing & distribution from a 3PL
- Manage internal process and link with multiple departments
- Manage change and continuous processes optimization
- Managing dependency on multiple IT systems. Overcome by - Support IT team in integrating all stand-alone systems to Qlik view tool
- Order entry: hospitals, wholesaler and retail pharmacies
- Process and manage orders in the system and ensure reach to the Logistic Agency to be delivered
- Discounts and pricing revision and alignment for orders
- Registration and updating of processed orders and data
- Answering the calls ensuring that all customer orders are processed within 24 working hours of receipt.
- Customer care: deal with all inbound customer queries within 3 working hours. Where this is not possible and needs to be referred to other departments.
- Management of incidents with orders from customers and logistics.
- New customers SAP management request.
- Customer data info update and management.
- Customer complaints and claims management
- Day to day management of warehousing partner in relation to stock management and sales order processing. Manage the receptions, get the appointment for deliveries (48 hours in advance), and contact with transportation company to avoid issues in deliveries.
- Ensure stock levels are sufficient to cover at least the 85% of the monthly sales.
- Expiry date continuous check and short shelf-life management.
- Ensure that the stock is received in our Warehouse and the stock is updated in SAP.
- Returns management and coordination.
- Ensure that the returns from customers received in our Warehouse in good conditions to be sold are updated in the stock of SAP.
- Ensure all goods are invoiced and posted in SAP, reaching customers through Edicom/SAP or manually, when required.
- Perform stock reconciliation on weekly and monthly basis.
- Liaising with Finance, claiming overdue invoices to wholesalers and distributors.
- Check the status of invoices in Edicom portal and solve invoice issues with customers.
- Support to Finance on clearing invoices: allocation concepts, translation. Ensure all payments are cleared properly.
- Advanced Level Microsoft Excel
- Strong customer focus and demonstrable success in dealing with external customer queries
- Significant experience of working in a sales support environment
- Experience in SAP & EDI systems
- Knowledge of the Pharma landscape
- Organized and methodic: ability to plan and organize different vendors and balance multiple changing priorities in a highly dynamic environment
- Fluent in English
- We value previous experience in a customer service or telesales environment and demand planning (preferably in Life Science)