Customer Service Coordinator

hace 1 semana

Xico, México Dechra Pharmaceuticals Plc A tiempo completo

About Dechra Pharmaceuticals Plc


We are a leading global specialist in veterinary pharmaceuticals, dedicated to delivering high-quality products and services to veterinarians worldwide.


Our company values of Dedication, Enjoyment, Courage, Honesty, Relationships, and Ambition drive our everyday operations and business practices.


Job Summary


The Customer Service Coordinator will be responsible for customer order entry, delivery, and ensuring the accuracy of Master Data, Pricing in Oracle, and communication with the Warehouse Teams at our warehouse and 3PL teams.


This role 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. The position will own the Communication between Dechra and the warehouse to ensure efficient operation on outbound local shipments from warehouse to our buying groups.


Key Responsibilities (70%)



  • Outbound customer-facing activities including prompt handling of customer inquiries, shipping discrepancies, freight claims, and order status.
  • Support 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.
  • Manage and respond 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 government 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).

Requirements


A College degree is preferable, and Bi-lingual required (English 100% and Spanish). Proficient with Microsoft products (Excel, Word, etc.). 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.


Estimated Salary


$60,000 - $80,000 per annum, based on location and experience.


About the Company


We are a growing, global specialist in veterinary pharmaceuticals, dedicated to delivering high-quality products and services to veterinarians worldwide.

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