Customer Service Representative
Ciudad de Panamá
hace 3 días

Job Purpose

  • Order handling for assigned countries from receipt of order till final
  • invoicing / shipment, in order to secure smooth order processing from start to end.

  • Contact point for internal and external customers and stakeholders
  • To meet customer service standards by providing high customer service level
  • Support other functions with related data
  • Major Accountabilities

  • Ensure orders are processed on time and without issues
  • Monitor and action blocked orders
  • Issue of relevant billing documents for financial processing
  • Issue or review shipping documents or any other documents needed for export, import or banks (Letter of Credit or documentary collection)
  • Organize / assist transportation for export or transit shipments and freight charges, and constant follow-up until delivery to the customer.
  • Handling all customer inquiries and complaints
  • Review and provide input to Customer Protocols and CRF (customer request form)
  • Consignment handling
  • Regular review and accountability on open orders, accurate sales projection and risk assessment.
  • Vacation relief for other countries
  • Apply Alcon SOPs in accordance with compliance and AFCM requirements.
  • Providing basic information on Alcon products
  • Regular calls with customers / distributors / rep.offices
  • Build strong relationships with internal and external customers and stakeholders
  • Support and involvement in adhoc projects
  • Requirements :
  • Experiences in customer services environment
  • Commercial experience within a matrix organization, good to have leading knowledge and experiences
  • Experience in continues improvement & process streamlining / optimization
  • Flexible, reliable, good team spirit, ability to work independently
  • Good to have the knowledge of Sales Force
  • SAP experience required
  • English Fluent (written and spoken)
  • Good communication skills
  • Ability to multitask and prioritize
  • eager and quick to learn
  • great coaching skills
  • reliable, exceptional work ethics
  • ability to work independently as well as in teams
  • ability to work under pressure
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