Customer Service Representative

Summary of Position

The Sales Operation Analyst is a role to support the Benelux Commercial Team on all activities related to Pricing, Contract and Tenders/Offers. This position requires support to the commercial organization and ensure smooth implementation of the Customer Relationship Management (CRM) and Sales & Operations Planning (S&OP) activities. Frequent interactions with Customer Services, Finance and Supply Chain are also required. From time to time the job holder will be expected to undertake related analytical duties on site. Position is covering Benelux. The Benelux Back office staff is a small group. Important is to be flexible in back up other positions during workload peaks, sick leave and holiday periods. Clear communications are key.

Essential Functions

•    Pricing
-    Setting up and maintaining prices in the ordering system, contract follow up.
-    Supporting Commercial Benelux team and on ad hoc price analysis and assessments.

•    Customer Service
-    Base is two days a week (Minimum) Customer Service duty. (Order entry)
-    Back up for Customer Service outside the two fix days a week. (during sick leave and holiday)
•    Contracts & Tenders/Offers
-    Supporting Benelux Commercial Team in contract management providing information such as technical specifications, sales figures, supply constraints, order deadlines, etc. setting up + maintaining database with technical information + contract management
-    Scanning (in-house or outsourcing) tenders to share with the Commercial Benelux Team, 
-    Assisting preparation of bids by combining information from several different sources e.g. technical specifications of the product, prices (from CS), bank guarantees etc.
-    Preparing Offers and responsible for storing + maintaining on central drive. 

•    Regulatory, Quality & PV support
Responsible for the support and coordination of RA, medical information and PV tasks in cooperation with the responsible pharmacist. Support for the development and maintenance of the quality system.
Including administrative Certification: Responsible for performing the administrative verification, checks as directed and delegated to by the General Manager + Sales Manager, with the overside and notification of the responsible pharmacist.

OTHER SUPPORTING TASKS:

•    Reporting
-    Supporting Commercial Benelux Team to prepare market analysis required for Business Review
-    Supporting Sales force with Monthly sales data overviews.

•    Customer Relationship Management (CRM) 
-    Maintaining the CRM system to accurately reflect the areas of the sales organization. This includes employee details, assigned customers and management structure

•    Sales & Operations Planning (S&OP)
-    Supporting Country Managers in the monthly Sales & Operation Planning (S&OP) cycle

•    Cash Collection
-    Support EMEA HQ with cash collection in cooperation with Salesforce.

•    Marketing Activities
-    Support in marketing activities like Brochures and local events.
-    Collect RA approvals before using Brochures and promotional Material.

•    Back-Up
-    Back up daily tasks for the Country Assistant during sick leave and holiday.

Understand, trained and comply with the reporting obligations for Pharmacovigilance (like adverse events, quality complaints and other safety related information). Notify each adverse event or complaint that you come aware of within the deadline to the responsible person.

Requirements

Education:

• Educated to degree level in Business or a related field would be fundamental

Experience:

•   Commercial experience in Sales Support/ Tenders
  -    Customer Service role (s)
  -    Experience with data analysis and sales reporting
  -    Extensive knowledge of Microsoft PC applications (Excel)
  -    Proven numeracy and business analysis skills
  
  
• Preferred Skills/Qualifications:
      -    Previous experience with AS400/ E1/ & Dynamics
      -    Language: Dutch, French, and English
      -    Travelling: 10% max