Customer Service Coordinator At Viatris Egypt
Full Job Description
Access – Providing high quality trusted medicines regardless of geography or circumstance;
Leadership – Advancing sustainable operations and innovative solutions to improve patient health; and
Partnership – Leveraging our collective expertise to connect people to products and services.
Every day, we rise to the challenge to make a difference, and here’s how the Customer Service Coordinator role provides an End-to-End order processing management to Viatris Egypt DC with alignment to company & governmental policies and procedures. Control order management process through SAP system. Receive all orders from customers and sales team, and then submit them on SAP system for invoice generating according to PQS and SOP’s.
Key responsibilities for this role include:
Act as Viatris Egypt’s point of contact; handling different local customers (Distributors, Tenders, Private Hospitals, etc.)
Manage and process orders received from different customers on SAP.
Follow up with all stakeholders from order entry till goods receipt.
Follow up all orders with the sales operation division to make sure the dates of delivery and delivery destination are aligned.
Handle all daily operations to ensure a smooth process and OTIF.
Facilitating internally with WH, Logistics & Commercial teams till order fulfillment.
Partnering with the Finance team in reviewing/updating prices & master data for all customers whenever needed.
Control the documentation and reporting management process.
Response to all inquiries received from customers and sales representatives and work on resolving them.
Provide management with periodic reports which show the performance of customer service operations as well as, notifying the management of our KPI’s.
Maintain compliance with policies and procedures.
Conducting quality assurance surveys with customers and reporting findings to the concerned parties.
Responsible for documentation process to meet customer requirement.
Drive process improvements and best practices in Customer service.
Conducting Customer satisfaction surveys with and reporting findings to the concerned parties.
Response to all inquiries received from customers and sales representatives and work on resolving them.
Key interfaces:
Customers/Distributors
Finance team
Commercial & Sales team
Other internal & external stakeholders as required
Compliance
Ensure consistent compliance with required regulations, policies, procedures, and Viatris standards this includes all applicable local, US, regional or international law.
Minimum Qualifications for this role;
Bachelor’s degree from an accredited college or university.
0-3 years of experience preferably in the same position.
Very good knowledge of Microsoft Office Excel, Word, Outlook, and PowerPoint is a must.
SAP experience is preferred.
High level of accuracy.
Problem solving and high interpersonal skills.
Excellent communication skills.