About the role - Provide internal and external customers with best possible service in terms, service requests and customer complaints - Compliant with internal processes and procedures (e.g., ABBOTT Quality System) and with the applicable legislation. - Manage all daily activities in customer service independently and actively support local Customer Support management ROLES & RESPONSIBILITIES Front office activities: - Handle customer complaints & commercial products return - Issue required credit notes for returns and complaints within the official procedural deadlines - Maintain daily contact with company approved couriers, for regular pick-up and delivery timetable, investigation of claims and follow-up for emergency - Organizing return shipments Back-office activities: - Follow procedures related to the receiving, checking and creation of the sales orders/invoices for products returns (complaint & commercial return) - Production of relevant paperwork i.e. packing lists, proforma invoices and delivery notes - Return instruments to legal manufacturer - Master Data Maintenance (only customer creation - Evolve) - Actively participate in any required product tracking research when required - Support quality and sales department in FSCA (Field Safety Corrective Action) implementation - Product Registration at “Repertorio” of MoH - Register and keep updated Assets on SFDC - Quality documents managements (Verbali di Assistenza técnica, formazione clienti, verbali collaudo interi/esterni, etc.) - Preparation of documents needed for the use of instruments as Evaluation Unit (contract for Demo and free use instruments) General activities: - Consignment and warehouse count for Instruments (organization, reconciliation, and follow-up) - Run reports and ensure appropriate actions are taken by Customer Service Representative - Work on process improvement and projects under the supervision of the Customer Support manager Inventory management - Produce reports on inventory, consignment and evaluation instruments with short and alert sales and local management on a regular basis Local warehouse activities - Provide instruction at local warehouse for verify, packing and dispatch of products - Receive returned products and update the ERP system - Provide input to stock requirements on instruments/complaint - Follow up on stock returns & deliveries on instruments/complaint EDUCATION & COMPETENCIES - Upper secondary diploma/High school diploma - country specific - Practical experience in Customer Support & instruments installation/management - Fluent in local language - English - high level, written and spoken - Knowledge of Microsoft Office - Knowledge of ERP packages (SAP) - Nice to have knowledge of Salesforce - Team player - Customer oriented - Good organization ability - Good communication skills for internal and external contacts - Positive reaction to working in a “deadline” environment, stress resistant - Integrity - Sensitive of initiative and adaptability to permanent evolving organizations - Sensitive to the importance of the product