Customer Service Coordinator

hace 2 semanas

Del Valle Centro, México Dechra Pharmaceuticals PLC A tiempo completo

Introducción del empleo
We're delighted you want to learn more about Dechra Pharmaceuticals.

Dechra are a growing, global specialist within the world of veterinary pharmaceuticals. Our expertise is in the development, manufacture, marketing and sales of high quality products exclusively for veterinarians worldwide.

Here at Dechra, our values are embedded within our culture and thrive within our family of almost 2000 colleagues globally.

(**D**)edication,

(**E**)njoyment,

(**C**)ourage,

(**H**)onesty,

(**R**)elationships and

(**A**)mbition are at the heart of our everyday operations and the way we do business

Responsabilidades principales
So, **what will you be doing?** This role of the Customer Service Coordinator (CSC) is responsible for customer order entry and delivery completing orders and ensuring the accuracy of Master Data, Pricing in Oracle and communications with the Warehouse Teams at our warehouse and 3PL teams.

The position will provide input on the development of processes for order entry, delivery completing orders to customers, creating & maintaining customer accounts/data in Dechra´s systems. This role will own the Communication between Dechra and the warehouse to ensue efficient operation on outbound local shipments from warehouse to our buying groups.***

**The diversity of the responsibilities will demand a person that has excellent organizational and communication skills.**

**Key Responsibilities (70%)**
- The position is responsible for outbound customer-facing activities including prompt handling of customer inquiries, shipping discrepancies, freight claims and order status. This position supports entry of orders into Oracle, tracking and follow-up of customer orders/deliveries and sets up Dechra direct accounts, and manages aspects of the relationship and communication with our distribution purchasers.
- This position manages and responds to customer issues working closely with the Customer, the 3PL team, Dechra Sales, Finance, and Quality.
- Manage product allocations and provide sales updates internally and externally weekly.
- Author draft communications for customer supply changes and updates to be delivered to buyers at our distribution partners
- Work closely with our logistic partners to ensure timely delivery of our products. Investigate customer issues and drive problem to a resolution to ensure we maintain best-in-class customer support.
- Ensure consistent tracking of customer conversations and issues to understand and improve the customer experience.
- Support and assist in the year-end physical inventories at our 3rd Party Logistics and warehouse.
- Assist Salesforce Administrator and BI with customer data quality, completeness and analysis initiatives.
- Liaise with the Regulatory / Quality Department to manage PQC process implementation for Customers to ensure full compliance of quality and goverment control expectations.

**Special Projects, Reporting and Key Performance Indicators (30%)**
- Ad Hoc project work as time allows with Quality, Customer or Product Supply, Regulatory or Information Technology (IT).
- Monitor Dechra and 3PL metrics to ensure open orders are moving through the system appropriately at Dechra and 3PL. Investigate any orders not moving through the process within 24 hours of order receipt.
- 3PL Inventory Reconciliation between the 3PL and Oracle.
- Maintain / report product backorders updates in an automated fashion (Oracle).

College degree preferable and Bi-lingual required (English 100% and Spanish)

Proficient with Microsoft products (Excel, Word, ect)

Experience with ERP systems, Oracle experience required.

Demonstrate strong analytical & organizational skills with the ability to handle multiple tasks and prioritize (time management)

Customer Service experience

Must be a team player with flexibility to get any task completed

Mandatory to have solid interpersonal skills and be adaptable

Occasional travel may be required.

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