Business & Customer Service Officer

Business & Customer Support Officer (Dutch is mandatory)

Overall Job Purpose

As a
Business & Customer Support Officer,
you play a key role in ensuring the smooth operational flow of the day-today operations related to product listings, inventory management, order processing, customer service, and regulatory compliance. You will work closely with the Business Operations Manager, Sr. Business Support Officer, RA-, QA- and Finance department to support the business in delivering high-quality service and maintaining operational excellence.

Delegation of responsibility

In the event of absence, the responsibilities are taken over by the Sr. Business Support officer and Business Operations Manager.

Major tasks & responsibilities/accountability

• Follow up with RA-department to receive the relevant documents of a new product launch (NPL) for listing
• Ensure new products are being listed correct- and in a timely fashion with the Z-index, in cooperation with the Business Operations Manager.
• Create article masters for new products in a timely fashion to share with the warehouse
• Process and complete the incoming Taxe document with all relevant data on a monthly basis. Report back to the Business Operations Manager on any changes and share the processed file.
• Process the Goods for Release file (GFR) in the storage details overview.
• Monitor the shortages within the market; compare market shortages with own inventory and transit stock. Update all relevant team-members, and advice on possible sales opportunities and/or risks.
• Generates weekly backorder reports to the Business Operations Manager.
• Ensure good documentation practice with stockouts. All relevant information needs to be documented, kept up to date and accessible to the team. Think about, date stockout occurred, reason, stock availability date reentering the market, etc. This information is used to dispute penalties with authorities
• Keep track of stock levels, report shortages within set timeline to the correct authorities
• Pro-actively inform delays or stockouts to wholesalers and Health insurance companies, including estimation of duration.
• Handles and processes all sales orders efficiently through the global SAP System
• Send out the invoices to our customers, deliver billing information to finance.
• Where required; resolve warehousing & dispatch aspects or stock returns/damages etc.
• During finance audits, work together with the finance department to provide all the documentation necessary.
• Handles all incoming phone calls and e-mails requests/queries from customers and other external parties.
• Report product complaints to QA and information requests with Medinfo. Act as a liaison between both mentioned departments and the complainant/requester.
• Ensure together with QA and Customer Service that all licenses are organized for necessary government bodies like wholesalers' licenses, GDP/GMP etc., perform checks periodically.
• Ensure new customer creations in SAP is done. Before creating customer Masterdata file, validate accuracy of shared information: VAT-number, shipping address, invoicing address etc.

Authorities

Health authorities; including, but not limited to: Z-index, SFK, Farmatec, Farmanco, IGJ and CBG.

Key Performance Indicators/result areas

• Quality of work, minimize errors. Accurate and eye for detail.
• Timely handling of orders and complaints.
• Timely delivery of products.
• Clear and pro-active communication.
• Teamwork with Sr. Business Support officer, Finance, Logistics, QA.

Qualifications, Knowledge, Experience & Skills

Education Qualifications (Graduate- Post Graduate)

Mandatory

• Bachelor's degree or equivalent professional and intellectual ability
• Native Dutch speaker

Work experience

Mandatory

• 1-year experience in a commercial work environment, and/or customer service environment.

Preferred

• Experience with SAP

Technical skills/job specific competencies

• Dutch speaker and proficient oral and written skills in English
• Proficient level in MS office products and SAP

Behavioral Skills/Competencies (e.g. excellent communication skills, strong collaborator, Problem solving etc.)

• Problem solving, customer commitment
• Strong team player
• Eye for detail and accurate
• Willing to learn and grow within the organization
• Able to self-motivate