Customer Service Representative

Description du poste:

JOB DESCRIPTION:

Job Description

About the Role

We are seeking a dedicated Customer Service professional to deliver outstanding support to both internal and external stakeholders. This role involves managing order processing, pricing and billing inquiries, service requests, and complaint resolution, while ensuring full compliance with internal procedures and applicable regulations (e.g., ABBOTT Quality System). You will work independently and contribute actively to the success of the local Customer Service team.

Key Responsibilities

Front Office

* Process customer orders received via telephone.
* Investigate and resolve complaints promptly and professionally.
* Collaborate with internal teams to resolve pricing discrepancies.
* Issue credit notes for returns and complaints within procedural deadlines.
* Coordinate with approved couriers for deliveries and claims.
* Organize return shipments and manage PER processing with sales representatives.

Back Office

* Handle orders received via email, fax, or post.
* Ensure accurate creation of sales orders and invoices.
* Generate documentation (packing lists, proforma invoices, credit notes).
* Execute timely and precise invoicing, including electronic formats.
* Monitor invoice issuance and follow up on backorders.
* Maintain master data (customers, materials, pricing).
* Support product tracking and FSCA (Field Safety Corrective Action) activities.

General

* Participate in process improvement initiatives and cross-functional projects.
* Mentor and train junior team members.
* Ensure compliance with company policies and ethical standards.

Education & Competencies

* Upper secondary/high school diploma (country-specific).
* Proven experience in Customer Service.
* Fluent in local language and proficient in English (written and spoken).
* Skilled in Microsoft Office and ERP systems (e.g., SAP).
* Strong organizational and communication skills.
* Customer-focused, team-oriented, and resilient under pressure.
* High integrity and adaptability in a dynamic environment.

The base pay for this position is N/A
In specific locations, the pay range may vary from the range posted.

JOB FAMILY:
Customer Service

DIVISION:
CRM Cardiac Rhythm Management

LOCATION:
Italy > Milan : Viale Edison 110, Edison Park Centre

ADDITIONAL LOCATIONS:

WORK SHIFT:
Standard

TRAVEL:
No

MEDICAL SURVEILLANCE:
Not Applicable

SIGNIFICANT WORK ACTIVITIES:
Not Applicable