Pharmacy Customer Care Specialist

For Our company in Milan (Italy) we are looking for a Pharmacy Customer Care Specialist.

Purpose of the role:
Management of orders in the Pharmacy channel, guaranteeing fulfillment and punctual delivery to the customer. Support the Customer Care team in day-to-day activities, especially in handling complaints.

The candidate will be part of the Dompé Customer Care Department and will be responsible to:

• Manage the entire pharmacy channel order fulfillment flow (customer care blocking reason validation, fulfillment and invoicing); 
• Manage backorder (lines revoked due to lack of product), preparation and sharing of the related report with the Sales Management; 
• Manage the relationship with customers of the pharmacy channel in relation to the receipt and validation of sales orders (price control, payment regularity and product availability);
• Check the post-fulfillment status of the orders of the Executive Customers and monitoring of the delivery times; Manage customer inquiries regarding delivery date updates and order related issues;
• Support Agents, Area Managers and Key Account Managers in solving problems related to the orders they have placed; 
• Manage order modification requests received from Agents, Area Managers or Key Account Managers, relating to changes in quantity, price/discount applied, delivery data, commercial activity, etc;
• Support the Customer Care team in managing customer master data modification requests and in creating new customers in ERP;
• Support the Customer Care team in the management of electronic invoicing: monitoring of the timing of sending accounting documents to customers, management of errors and waste according to the deadlines established by law;
• Manage the mailbox dedicated to Customers, tracing the requests received within the company CRM;
• Manage the mailbox dedicated to the external operative force/scientific representatives;
• Manage complaints within its competence, ensuring their correct resolution within the established deadlines;
• In particular, manage administrative complaints, ensuring the issuance of the credit note for the difference in price and/or discount missing within the order and the reissue of the invoice due to a change in the Customer's company name in compliance with the defined targets;
• Manage complaints of a commercial nature, received from customers, regarding order changes (change of delivery date, order cancellation, order modification, etc.);
• Support projects to improve the order management flow and related digitization.

Education:

• University Degree - Economics or similar
•  At least 3 years of extensive work experience in similar role
• Prior work experience in the healthcare sector, specifically in pharmaceutical companies, biological sciences, nutrition, or cosmetics in the same field

Technical Expertise:

• Languages: Italian and English (fluent)
• Computer skills: Google Workspace, MS Office, ERP SAP (SD module), CRM platforms