Shire Customer Service Specialist - Prague in Prague (Baxalta), Czech Republic

Handling customer activities, including but not limited to order management relating to shipments of products, coordination of operational cooperation with customers, organizing accurate documentation, customer complaints handling and updating customer database.

  1. Ensuring the proper flow of products and information from order receiving till shipment dispatch and receiving shipment by customer including:
  • Order taking from Customers (mail/fax/phone)

  • Customer order entry into transactional system

  • Prices and delivery terms applying based on accepted offers and specific conditions

  • Back orders monitoring and handling

  • Monitoring of order processing progress

  1. Preparation documents concerning order handling:
  • Sales invoicing in transactional system and sending invoices to customers

  • Credit/Debit notes issuing based on proper acceptation flow processes - business reasons, returns, complaints

  • Other necessary documentation preparation to ensure proper service for customers

  • Creating correspondence, reports and other documents which are in responsibility of customer service

  1. Complaints service:
  • Claims receiving from customers

  • Proactive work to solve customers’ complaints in line with company internal policies and procedures

  1. Building relationship with customers:
  • Knowledge of customers’ purchasing processes

  • Obtaining customers’ registration documents

  • Order receiving

  • Information on the availability of the product after verification of logistics team

  • Information about the order status after verification with transport department

  1. Customer database update:
  • Updating customer address Data in the database

  • Coordinate process of setting up new customers in the database and new customer account creating in the system

  1. Basic reporting of operations / transactions in the area of customer service 7. Archiving documents related to Customer Service area
  • ompliance with internal procedures and country specific regulations and requirements

  • Disciplined, independent in executing tasks, but also a strong team player

  • Driven to deliver high quality service

  • Good work organization and planning

  • Communicative, customer focused

  • Able to scan and interpret internal and external environment to take actions which will benefit the business

  • Reliability, accuracy, thoroughness

Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.