We are currently looking for a Regional Customer Care & Operations Specialist to join our multinational client from the healthcare sector. The ideal candidate will be responsible for providing administrative support to the sales teams before the processing of customer orders. Fluency in English (read, written, spoken); French and Arabic required.

The Regional Customer Care & Operations Specialist will be based in Tunis, Tunisia

At DNA Recruitment, we carefully review all applications and aim to contact every suitable candidate within max. 5 working days. If you don’t hear from us, please consider your application unsuccessful on this occasion.

Responsibilities

• Regional Customer Care & Operations Specialist will receive and process customer and sales network requests, upstream of the order.
• Prepare estimates by ensuring a good understanding of the customer’s needs according to the defined processes.
• Provide support to the sales teams on the operations carried out through the company’s CRM: account/contact creation or update, task creation, reports, data extraction.
• Clarify orders for finished products: verify the admissibility of the order, ensure that the correct pricing is applied, prepare the necessary elements for the team in charge of coordinating orders to enter them.
• Assure the discount approval process is adhered to and effectively used
• Review of product/pricing information and authorized discounts in compliance with company policies and procedures
• Responsible for timely and accurate receiving of incoming purchase orders from customers and sales representatives
• Trigger purchase order entry into the company’s ERP system by the Order Processing team
• Coordinate clarification of order terms (Payment Terms, Shipment Terms, warranty, and other) and establish them according to company policies and manager’s guidelines
• Assure that appropriate order supporting documentation is created
• Assure any communication (phone calls, e-mails, letters, etc.) is handled in a timely and professional manner.
• Trigger and manage invoicing as needed
• Contribute to cash collection
• Respond to internal/external Audit
• Participate actively in continuous improvement aimed at increasing service efficiency and customer satisfaction to meet safety, quality, cost, and time objectives
• Supports the S&OP processes as required. Guarantee the optimization and responsiveness of order processing to achieve the performance objectives of the service.
• Participate in the training of newcomers to ensure their integration into the company
• In conjunction with the sales team, advises and guides customers, can carry out occasional telephone prospecting operations (monitoring of installed base, promotion/destocking)

Qualifications

• Minimum 2 years’ experience in a customer care role preferably within a medical distribution environment
• Bachelor’s degree or experience acquired through practice
• Languages: Fluency in English (read, written, spoken); French and Arabic
• Understanding of IT tools: Office pack, ERP (JDE / SAP), CRM (SFDC

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