Customer Service & Operation Analyst with Ukrainian & Russian
Job Details
This is where you save and sustain lives
At Company, we are deeply connected by our mission. No matter your role at Company, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.
Company's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.
Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.
Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.
Summary
We believe that the way we reach and integrate with our customers from a supply perspective is a crucial aspect of our mission of saving and sustaining lives and following this mission the Customer & Operations Analyst will play a key role in our Customer Service and Order to Deliver processes to ensure customer happiness.
The Customer & Operations Analyst will be responsible for the order-to-deliver process, acting as an integral link between multiple functions and the customer and implementing a customer-centric approach to the operations, ensuring the best possible customer support and service level to internal and external stakeholders.
The Customer & Operations Analyst will work closely with the Customer and Operations Manager, Logistics and Warehousing partners, Product Planners, and the Head of Supply Chain, to ensure efficient communication, timely action and clear reports and deliverables.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Service Activities
- Act as primary contact to customers and distributors.
- Maintain constant communication with customers regarding open orders and shipments. Share the order portfolio status in a weekly basis
- Responsible for order processing and order-to-deliver process. Follow up the order from reception to delivery.
- Receive customer claims, investigate, and tackle any potential customer issue.
- Work with production, customer, logistics & warehouse to ensure timely delivery as per local requirements.
- Coordinate Inspection of the shipment when required and follow up on the Inspection Certificate
- Handle Letter of Credit from receiving till documents are sent to the bank including collecting all vital documents and getting them legalized by the Destination Country Embassy.
- Check all order-related data (codes, branch plants, prices, order status reports...).
- Maintain Customer related data in the appropriate systems.
- Verification of credit limits and export license
- Prepare and share export documentation including Invoice, PL, COO, CoA, BL, etc.
- Collaborate with the production planners and supervise Products availability according to shipment plan, request Product relabeling.
- Manage reporting: weekly Operational Report, Monthly Order Fulfillment Report.
- Credit/Debit Notes issuance according to Matrix of Approvals
- Secure shipment compliance according to local legislation.
- Support demand planner with demand preparation together with business
- Support new product launches; ongoing projects
Operations
- Work closely with the Logistics team to ensure the shipping process, including sharing Shipping Instructions, freight forwarding coordination, inspection coordination, and documentation.
- Work closely with the Finance Community to align Logistics & Financial Forecast by identifying gaps/opportunities/assumptions.
- Manage order from receipt to delivery with the different stakeholders, business, RA, QA, Product Planner, Finance, Logistic
- Provide weekly accurate feedback on the Order Book with the encouraged shipment date and related comments
- Ensure delivery on time by following closely product productions with dedicated planners. Advise about risk transfer and revenue recognition potential according to the Incoterm of each order.
- Identify process gaps & solutions to improve results.
- Identify Action Items to improve monthly indicators.
- Maintain and supervise customer teamwork activities / collaborative forecast.
- Ensure Export Documentation sent on time to customers
Support Activities
- Data Integrity: check and accurate data accuracy issues about master files.
- Code creation proposal and follow up with Manufacturing, RA, Finance, and Business
- Support daily customer service processes (control of consignment, backorder, low cover)
- Support Product Conversions: Ensure new forecasting & order management processes are in place as conversions take place and supervise plans locally
- Full participation and support of Supply Chain Planning projects
- Follow-up releases and labeling priorities with QC
- Maintain country profile / SLA for the country
What are we looking for?
Education/Experience
- University Degree or equivalent experience in business, logistics, or other technical field
- Minimum 2-3 years of Supply Chain or Customer Service experience.
- Pharma, Medical Device companies or related experience will be a plus
- APICS certification or similar is an advantage.
Skills
- Strong Drive for results / ambitious Spirit/decision making: contributing and delivering, acting with autonomy as it was their own company while fully respecting corporate rules and procedures, and applying the appropriate level of reporting to Management.
- Strong analytical and process improvement skills.
- Dedication and a continuous improvement attitude.
- Has effective communication skills.
- Strong organization and time management skills. Efficient and can prioritize workload.
- Is technical savvy.
- Customer Oriented. Internal and external.
- Hands-on in line with Company’s culture, can handle various tasks with business drive.
Technical skills
- Sophisticated Excel and Office package overall.
- ERP knowledge, such as JDE, will be a plus
- Knowledge of international trade documentation (invoice, packing list, COO, etc.) and usage of Incomers.
- Understanding of basic supply chain concepts such as On Time, In Full, Forecast Accuracy and Inventory Turn Over.
Languages Skills: Proficiency in English, Ukrainian, Russian is mandatory!
What we offer:
- Fixed-term contract for 3 months and then for an indefinite period.
- Competitive salary, annual bonuses, recognition award program.
- A workplace environment that is based on our values: collaboration, speed, courage, and simplicity.
- Possibilities for development on a personal and professional level in one of the top global MedTech companies.
- Package of benefits including Private medical care (Lux Med), Life Insurance, and Multisport card.
- Bax4U - cafeteria/lunch cards (300 PLN monthly).
- PPE program with very attractive conditions available for each employee after 3 months.
- Fully covered language courses (English or other languages according to business needs).
- Co-financing of holidays and an additional 2 days off from work annually.
- Additional extra day for birthday.
- Employee Stock Purchase Plan.
- Bax Flex - hybrid model - 3 days from the office.
- Phenomenal Warsaw office location - Powiśle!
Company is committed to supporting the need for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in person in support of our Mission.
We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.
Reasonable Accommodations
Company is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.
Recruitment Fraud Notice
Company has discovered incidents of employment scams, where fraudulent parties pose as Company employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.
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