Coordinación de Customer Service

hace 6 meses


Sur, México AstraZeneca A tiempo completo

Liderar al equipo de Servicio a Clientes a cargo de la gestión E2E de las órdenes de compra de los clientes de canal Privado y Gobierno para asegurar la óptima, correcta, oportuna facturación y entrega de los productos. Supervisión sobre la operación del 3PL para ventas gobierno. Propuesta e implementación de cambios a los procesos de operación: Simplificación y optimización constantes.

**Principales responsabilidades**:
**Gestión de OC**: Recepción, análisis, consolidación, seguimiento a captura, planeación de entrega, seguimiento de entrega; servicio post venta (rechazos, caducidades, etc). Resolución de problemas durante el proceso. Comunicación proactiva y efectiva con los stakeholders del proceso (Estrategia Comercial, Finanzas, GFS, Distribución, Transporte, Clientes, KAMs). Asegurar la entrega dentro de los parámetros de calidad del proceso y con el pleno cumplimiento a las políticas y procesos.

**Coordinación del grupo**: Consolidación, análisis y reportes de la operación del equipo. Gestión de desempeño y de capacidad operativa. Entrenamiento y capacitación. Responsable de la operación y resultados de CS ante los stakeholders del proceso.

**Procesos de CS**: Responsable de la generación, mantenimiento, actualización y mejora de los procesos de CS ante GxP y Calidad. Responsable de la implementación y seguimiento con el equipo y stakeholders. Coordinación entre las áreas.

Reportes: Consolidación, análisis y reporteo de indicadores claves del proceso. Colaboración con stakeholders para proporcionar inputs de calidad a los indicadores que impactan otros departamentos.

Gestión de 3PL: Manejo y control de inventarios. Operación con el 3PL de entregas, logística inversa y procesos aledaños a las entregas a clientes.

**Requerimientos**:
Experiência como líder de grupos de trabajo.

Manejo medio - Avanzado de Excel.

Manejo de SAP

Comunicación efectiva oral y escrita

Nível medio de inglés

Experiência en el puesto 3-5 años

Experiência probada en procesos de gestión de inventarios y/o calidad.

Análisis efectivo de datos enfocado a propuestas y soluciones.

**Deseable**:
Experiência como líder de grupos de trabajo.



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