customer service representative

Grant Thornton Greece is a member firm of Grant Thornton International Limited (GTIL), one of the leading organizations delivering audit, tax and advisory services. Grant Thornton’s Outsourcing Services practice is continuously growing, offering high quality services to our clients, committed to “making a difference every day” and is currently seeking to employ a Marketing coordinator (client facing role).

The role in more details:

• Someone responsible for the order to invoice process and the daily communication with customers on any operational issue (orders, deliveries, invoices, returns, queries, complaints).

• Be the first point of contact for the respective customer accounts and develops a cooperative and credible relationship with customers on all operational aspects.

• Communication and co-ordination with internal departments to ensure that customers’ needs are met effectively and efficiently.

• Managing incoming calls and customer service inquiries

• Efficiently handles the order to invoice process by coordinating the rest functions as appropriate so as to ensure that the order is delivered On Time and In Full

• Identifying and assessing customers’ needs to achieve satisfaction

• Communicates with customers under area of responsibility on any operational matter (through phone & e-mail)

• Receives and promptly answers any customer inquiries

• Receives customer orders, credit requests, return requests and promptly captures and process them through SAP

• Receives complaints, logs them and promptly notifies Quality or Regulatory department

• Monitors consignment stock levels - new/revised agreements, SKU lists and stock level adjustments.                 

• Invoice issuing and printing

• Keeps records of customer interactions, process customer accounts and file documents

• Addresses requests and unresolved issues to the designated resource as appropriate     

• Reports customer service losses and reason coding (Loss Tree Analysis)                        

• Any other duties or projects as assigned by the Line Manager                 

To be successful at this role you need the following (hard and soft skills):

• Bachelor’s degree

• Up to 2 years of work experience, ideally in an administrative role

• Experience in the pharmaceutical or healthcare industry is a plus, but not required.

• Strong organizational skills and attention to detail.

• Fluent communication skills in both Greek and English.

• Ability to manage multiple tasks and meet deadlines.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint)

• SAP Knowledge is a plus