Customer Service Specialist

Customer Service Specialist

Integrated within the Commercial Supply Chain, the International Customer Service is a key part of the supply chain focused on Customer fulfilment of own manufactured product and third-party products distributed by Grifols.

The primary role of the Customer Services Specialist is to efficiently and effectively process the tasks related to Order Management for Bioscience international distributors and third-party customers, Bio Supplies third party customers and the replenishment orders for Grifols subsidiaries.

The Job

Coordinate the order management process for international distributors and third-party customers and the replenishment process for subsidiaries.

• Review that the orders received are in compliance with internal policies and process them in a timely manner.
• Respond to customer inquiries in a quick and efficient manner to meet customer expectations.
• Provide the appropriate amount of feedback to ensure customers are fully informed.
• Prepare regular reports to customers about the status of their orders and monitor stock availability.
• Attend meetings with internal stakeholders to inform them about the status of the orders and/or ensure on time supply of the products.
• Identify and troubleshoot incidents, resolving where possible and/or report them to the line responsible or applicable teams.
• Provide instructions to the appropriate Logistics and Export Teams for the shipment coordination of the orders.
• Receive and escalate all complaints as per internal policies.

Provide an excellent service level to our customers and stakeholders to ensure customer satisfaction

• Work collaboratively and liaise with other departments for seamless operations in the area.
• Process the requests received from customers and stakeholders correctly and in a timely manner.
• Keep customers and stakeholders informed in a professional manner ensuring accuracy.
• Escalate to line responsible any complex issue for advice.
• Maintain complete, accurate and up-to-date data records.

Requirements

• Customer orientated.
• Strong analytical and problem-solving skills.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Excellent relationship building and communication skills.
• Excellent attention to detail.
• University Degree.
• English - Proficiency or Native Level.
• Advanced Level Microsoft Office.
• SAP
• Spanish - Advanced or Native Level.
• Other languages recommended