Customer Service Specialist(m/w/x)

# Customer Service Specialist **Switzerland - Basel** | **Full time** ## JOB DESCRIPTION: Abbott Established Pharmaceutical Division **(EPD)** is looking for a **Customer Service Specialist** for its global Pharma Division Headquarter based in Allschwil- Basel. **Primary Job Function:** * Assure an efficient supply of goods to assigned customers, executing orders in the ERP system, to deliver the required product, the correct volume and quality at the right time, in the requested point in the country. * The Customer Service Specialist is responsible for the entire order management process, steering and controlling the order process in SAP and APO planning systems during the whole lifecycle of the sales order. Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing exceptional service. * Generate and analyze reports on customer service metrics, inventory levels, and sales performance. Present findings to management and suggest improvements. * The mission of the Customer Service Specialist is to ensure high service level towards customers and acquire market knowledge and products specificities to act proactively and avoid back-orders situations. **Core Job Responsibilities:** * Manage customer purchase orders and sales order entry. * After full sales order completion, release delivery block to ensure timely sales order execution. Ensure all sales order information and documentation are accurate and complete. * Control all orders within firm period, check and convert the requirements within the planning time fence to ensure timely fulfillment. * Management of regular commissions according to customer profiles and irregular credit, debit notes for adjustments * Proactively prepare for month and quarter-end sales order execution to meet sales targets and deadlines. * Track the availability of materials to ensure on-time and in-full delivery of customer orders. * Communicate and coordinate with various departments, including Manufacturing, Procurement, Demand, NPI, Logistics Execution, Quality Assurance, Finance, Commercial, and Regulatory Affairs, to fulfill customer requests and ensure smooth operations. * Conduct order reviews with customers as part of the Sales and Operations Planning (S&OP) process to ensure alignment and address any issues proactively. **Minimum Education:** * Commercial or logistical education **Minimum Experience/Training Required:** * Professional formation and experience gained through a previous and comparable position. * Proven experience in order processing in a customer service department, preferably in the pharmaceutical industry * Basic knowledge in transport and logistics, Incoterms, etc. * Experience with ERP systems, preferably SAP and APO planning tool. * Excellent command of English is essential; knowledge of any other language is an asset for country allocation and customer service support. * Advanced proficiency in Microsoft Excel, including the ability to create complex formulas, pivot tables, and data visualization tools to analyze and interpret data effectively. Proficiency in other Microsoft Office applications such as Word, PowerPoint, is also required. * Experience with data analysis software such as Power BI (PBI) or similar tools is a plus. This includes the ability to create interactive dashboards, generate reports, and provide insights to support data-driven decision-making. **The base pay for this position is** N/A In specific locations, the pay range may vary from the range posted. ## JOB FAMILY: Customer Service ## DIVISION: EPD Established Pharma ## LOCATION: Switzerland > Allschwil : H-127 ## WORK SHIFT: Standard ## TRAVEL: Not specified ## MEDICAL SURVEILLANCE: Not Applicable ## SIGNIFICANT WORK ACTIVITIES: Not Applicable