五百强医药公司招客服订单专员
北京外企德科人力资源服务上海有限公司
- 公司规模：10000人以上
- 公司性质：合资(欧美)
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2016-12-22
- 工作地点：杭州-滨江区
- 招聘人数：1人
- 学历要求：本科
- 职位月薪：6000-7999/月
- 职位类别：客服专员/助理
职位描述
职位描述：
1. Order Processing in system在系统中执行订单处理
- Enter order manually according to customer type/customer name/SKU/QTY.
订单根据不同客户类型/客户名称/产品代码/数量在系统中进行订单录入；
- Pay attention toimplemenation of special pricing and new productspricing.
关注特别定价及新产品价格的执行；
- Issue Sales Contract to commercialstaff ,collect contract copy and pod copy to release order and inform finance to issue invoice in time.
及时出具销售合同给商务人员,回收合同扫描件和POD扫描件来释放订单和通知财务开票；
- Collect original contract and original POD in time.
及时回收合同原件和POD原件；
- After CSS system go live,repair automatic transmission failed orders and find out the causes,check the consistency of order data and attached sales contract with seal.
CSS系统上线后，自动传输失败的订单修复及原因查找,核对订单数据一致性和添附的盖章销售合同；
- Review consistency of the sales data and invoice data.
月度核对销售数据与发票数据的一致性。
2. Special Order approval and process特殊订单审批和处理
- Pay special attention to overdue payment/over CL customers and follow up on the subsequent situation of actual arrival.
对于逾期/超资信客户给予特别关注，跟进后续实际到帐情况；
- Coordinate with each department on processing emergency orders and get the relevant approval,created orders in the system and coordinate follow-up physical distribution.
协调各部门对于紧急订单的处理，并获得相应权限的批准,在系统中创建紧急订单、协调后续实物的发货；
- emergencyorders practice twice a year.
每年两次紧急订单演习；
- When inventory is shortage, execute backorder process.
库存不足时，执行拖欠订单流程；
- Cross DC delivery approval and process.
跨DC发货的审批和执行；
- Review block order information and cross DC delivery analysis report monthly.
月度复核冻结订单信息和跨DC发货报告。
3. Batch ID’s allocation and verification批号的配置和校验
- According to agreement or internal commercial policy, allocate batch ID rule.
根据协议或内部商业政策配置批号发货规则；
- Verify the accuracy of the batch ID’s allocation.
验证批号配置的准确性；
- Double check and review monthly.
采用双人复核，月度回顾。
4. Execute return goods process执行退货处理流程
- Communicate with plant/distribution centers timely of the return information obtained from carriers or commercial staff.
从承运商/商务处获得的退货信息，及时与工厂/分销中心沟通信息；
- Validatetheaccuracy of return goods information.
验证退货信息的准确性；
- Implement the return process according to various reasons of returned products and prepare proposal for return amount in advance when necessary.
按退回产品的不同原因执行退货流程，必要时提前准备退回数量的提案；
- Verify support file of returned products and submit approval process timely.
审核退货产品的支持文件，及时递交批准流程；
- Create return orders in the SAP system and follow up on the subsequent replenishment or red ticket process.
在SAP系统中创建退货订单跟进后续补货或是红票流程；
- Issue goods return and destruction report monthly.
月度出具退货报告和报废报告。
5. Handle Customer Complaint process 执行客户投诉流程
- Received customer service defect complaint from customers, commercial staffs and carriers.
接收来自商务人员、客户及承运商关于客户服务瑕疵的投诉；
- Record and delivery customer service defect complaint to relevant departments and staff in time.
记录并分发客户服务瑕疵投诉至相关调查部门和人员；
- Follow up investigation time, feedback to customer. Long time no response complaints should promptly report to Order to Invoice Manager for Vx.
跟踪调查时效，反馈调查结果，对长时间无响应的投诉记录及时上报疫苗订单发票经理；
- Monthly summary of complaints analysis report.
按月汇总投诉分析报告。
6. Inventory level monitoring in plant and DC监控工厂和分销中心的库存水平
- Monitor the stock of plant and distribution center, follow upthe status of stock timely and notify the relevant personnel promptly.
监控工厂和分销中心库存，适时了解库存状态，并及时通知相关人员；
- Manage the inventory with the distribution center and put forward reasonable proposals to stock preparation of regional distribution center.
配合分销中心库存管理，对分销中心库存准备提出合理建议。
7. Customer Service Satisfaction Survey activities客户服务满意度调查活动
- Record question from internal and external customer, review and maked Q&A.
记录内/外部客户经常咨询的问题，并制作Q&A；
- Suggest the content of customer service satisfaction according to the daily exchange of information with customers.
根据与客户日常往来信息交流，提议客户服务满意度内容；
- Conduct various forms of investigation of customer service satisfaction.
开展不同形式的客户满意度调查；
- Summarize the information of questionnaire, suggest proper solution to customer answers of high frequency and conduct customer investigation when necessary.
汇总调查问卷信息，对于高频次的客户回答建议合理解决方案必要时展开客户调研。
举报
分享
1. Order Processing in system在系统中执行订单处理
- Enter order manually according to customer type/customer name/SKU/QTY.
订单根据不同客户类型/客户名称/产品代码/数量在系统中进行订单录入；
- Pay attention toimplemenation of special pricing and new productspricing.
关注特别定价及新产品价格的执行；
- Issue Sales Contract to commercialstaff ,collect contract copy and pod copy to release order and inform finance to issue invoice in time.
及时出具销售合同给商务人员,回收合同扫描件和POD扫描件来释放订单和通知财务开票；
- Collect original contract and original POD in time.
及时回收合同原件和POD原件；
- After CSS system go live,repair automatic transmission failed orders and find out the causes,check the consistency of order data and attached sales contract with seal.
CSS系统上线后，自动传输失败的订单修复及原因查找,核对订单数据一致性和添附的盖章销售合同；
- Review consistency of the sales data and invoice data.
月度核对销售数据与发票数据的一致性。
2. Special Order approval and process特殊订单审批和处理
- Pay special attention to overdue payment/over CL customers and follow up on the subsequent situation of actual arrival.
对于逾期/超资信客户给予特别关注，跟进后续实际到帐情况；
- Coordinate with each department on processing emergency orders and get the relevant approval,created orders in the system and coordinate follow-up physical distribution.
协调各部门对于紧急订单的处理，并获得相应权限的批准,在系统中创建紧急订单、协调后续实物的发货；
- emergencyorders practice twice a year.
每年两次紧急订单演习；
- When inventory is shortage, execute backorder process.
库存不足时，执行拖欠订单流程；
- Cross DC delivery approval and process.
跨DC发货的审批和执行；
- Review block order information and cross DC delivery analysis report monthly.
月度复核冻结订单信息和跨DC发货报告。
3. Batch ID’s allocation and verification批号的配置和校验
- According to agreement or internal commercial policy, allocate batch ID rule.
根据协议或内部商业政策配置批号发货规则；
- Verify the accuracy of the batch ID’s allocation.
验证批号配置的准确性；
- Double check and review monthly.
采用双人复核，月度回顾。
4. Execute return goods process执行退货处理流程
- Communicate with plant/distribution centers timely of the return information obtained from carriers or commercial staff.
从承运商/商务处获得的退货信息，及时与工厂/分销中心沟通信息；
- Validatetheaccuracy of return goods information.
验证退货信息的准确性；
- Implement the return process according to various reasons of returned products and prepare proposal for return amount in advance when necessary.
按退回产品的不同原因执行退货流程，必要时提前准备退回数量的提案；
- Verify support file of returned products and submit approval process timely.
审核退货产品的支持文件，及时递交批准流程；
- Create return orders in the SAP system and follow up on the subsequent replenishment or red ticket process.
在SAP系统中创建退货订单跟进后续补货或是红票流程；
- Issue goods return and destruction report monthly.
月度出具退货报告和报废报告。
5. Handle Customer Complaint process 执行客户投诉流程
- Received customer service defect complaint from customers, commercial staffs and carriers.
接收来自商务人员、客户及承运商关于客户服务瑕疵的投诉；
- Record and delivery customer service defect complaint to relevant departments and staff in time.
记录并分发客户服务瑕疵投诉至相关调查部门和人员；
- Follow up investigation time, feedback to customer. Long time no response complaints should promptly report to Order to Invoice Manager for Vx.
跟踪调查时效，反馈调查结果，对长时间无响应的投诉记录及时上报疫苗订单发票经理；
- Monthly summary of complaints analysis report.
按月汇总投诉分析报告。
6. Inventory level monitoring in plant and DC监控工厂和分销中心的库存水平
- Monitor the stock of plant and distribution center, follow upthe status of stock timely and notify the relevant personnel promptly.
监控工厂和分销中心库存，适时了解库存状态，并及时通知相关人员；
- Manage the inventory with the distribution center and put forward reasonable proposals to stock preparation of regional distribution center.
配合分销中心库存管理，对分销中心库存准备提出合理建议。
7. Customer Service Satisfaction Survey activities客户服务满意度调查活动
- Record question from internal and external customer, review and maked Q&A.
记录内/外部客户经常咨询的问题，并制作Q&A；
- Suggest the content of customer service satisfaction according to the daily exchange of information with customers.
根据与客户日常往来信息交流，提议客户服务满意度内容；
- Conduct various forms of investigation of customer service satisfaction.
开展不同形式的客户满意度调查；
- Summarize the information of questionnaire, suggest proper solution to customer answers of high frequency and conduct customer investigation when necessary.
汇总调查问卷信息，对于高频次的客户回答建议合理解决方案必要时展开客户调研。
职能类别： 客服专员/助理
公司介绍
北京外企德科人力资源服务上海有限公司（简称 FESCO Adecco 外企德科）是中国人力资源服务行业具竞争力和品牌价值的FESCO与全球人力资源服务行业领航者Adecco成立的一家中外合资人力资源服务企业，为企业及个人提供业务外包、人事服务、招聘猎头和员工福利等相关人力资源解决方案。
成立于1979年，FESCO拥有悠久的人力资源专业化服务历史、丰富的市场经验以及完备的服务资质，是中国人力资源服务行业的领跑者，Adecco则是全球人力资源行业的巨头，服务网络遍布全球60多个国家和地区。FESCO Adecco成立后，双方通过优势互补，整合了客户资源，依托全球化的资源和服务平台，融合本土网络优势，扩大了业务范围，为客户提供全方位的业务流程外包（BPO）、财务外包与薪酬管理、人事委托/人事派遣、全球化派遣、人才招聘/RPO相关服务、健康福利与弹性福利等人力资源解决方案。合资后的FESCO Adecco飞速发展，并且在浙江、重庆、深圳、苏州设立了分支机构。目前，FESCO Adecco在中国每天服务达100万名员工，服务客户近12,000家。
FESCO Adecco致力于成为***的人力资源全面解决方案提供商，成为客户最值得信赖的人力资源合作伙伴。为客户打开通向国际市场及创新型人力资源服务模式的大门，推动中国乃至全球的人力资源外包产业的健康发展。
成立于1979年，FESCO拥有悠久的人力资源专业化服务历史、丰富的市场经验以及完备的服务资质，是中国人力资源服务行业的领跑者，Adecco则是全球人力资源行业的巨头，服务网络遍布全球60多个国家和地区。FESCO Adecco成立后，双方通过优势互补，整合了客户资源，依托全球化的资源和服务平台，融合本土网络优势，扩大了业务范围，为客户提供全方位的业务流程外包（BPO）、财务外包与薪酬管理、人事委托/人事派遣、全球化派遣、人才招聘/RPO相关服务、健康福利与弹性福利等人力资源解决方案。合资后的FESCO Adecco飞速发展，并且在浙江、重庆、深圳、苏州设立了分支机构。目前，FESCO Adecco在中国每天服务达100万名员工，服务客户近12,000家。
FESCO Adecco致力于成为***的人力资源全面解决方案提供商，成为客户最值得信赖的人力资源合作伙伴。为客户打开通向国际市场及创新型人力资源服务模式的大门，推动中国乃至全球的人力资源外包产业的健康发展。
联系方式
- Email：recruitment@circassia.com
- 公司地址：天目西路128号嘉里不夜城企业中心***座19楼