Резюме № 2784422
Обновлено 31 июля 2008
Обновлено 31 июля 2008
Customer administration manager / Customer service manager
Была больше месяца назад44 года (родилась 27 мая 1981), не состоит в браке, детей нет
Москва, готова к переезду
Занятость
полная занятость
Гражданство
не указано
Контакты
Телефон
Почта
Фото, имя и контакты доступны только авторизованным пользователям
Опыт работы 4 года и 10 месяцев
- Декабрь 2006 – декабрь 2007
- 1 год и 1 месяц
Logistics manager
JOHNSON&JOHNSON (MEDICAL DEVICES & DIAGNOSTICS)Обязанности и достижения:
1. Analyze, plan and control customer service operations (order placement, delivery terms, repayment terms) 2. Control of obtaining order confirmation from customers, transportation costs calculation, documents flow (Specification, Invoice, Invoice-Factura, Torg-12 issues), archive-keeping, problems managing 3. Work with claims (goods shortage/damage; credit/ debit-note issues) 4. Take part in recall procedures development with Regulatory, Finance, Law and Account departments 5. Ensure customers satisfaction: internal and external logistics surveys 6. Organize logistics trainings, orientation trainings 7. Develop warehouse processes and procedures, financial processes and procedures 8. Provide statistics and analysis: - Monthly reporting (with the statistical data, sales forecasting on weekly basis and trend analysis); - KPI control (LIFR, OFR, OTS, Lead Time); - Inventory Report (Stock analysis) 9. SAP implementation, developing processes for customer service management and logistics control, reports preparation 10. Work with department projects: e-Commerce, Vendor Management Inventory, Distribution Data Base Maintenance 11. Recruit local logistic staff- Июль 2006 – ноябрь 2006
- 5 месяцев
Technical support specialist
JOHNSON&JOHNSON (MEDICAL DEVICES & DIAGNOSTICS)Обязанности и достижения:
1. Communication with EMEA and US Customer service managers 2. Participated in trainings as a tutor 2. Launching new software for new products line 3. Implementation of all new and progressive programs 4. Designed, developed and tested a client database that automates work of the department. Developed the local regional database 5. Installed database in Ukraine, Belarus and conducted trainings for employees 6. Responsible person for the «Global complaint handling system» project- Май 2006 – июль 2006
- 3 месяца
Supervisor of Customer Care department
JOHNSON&JOHNSON (MEDICAL DEVICES & DIAGNOSTICS)Обязанности и достижения:
1. Provided the highest customer care service 2. Control and improvement of customer care level of service 3. Resolve urgent and exceptional problem with customers and distributors 4. Assured appropriate staffing and training 5. Managed project «Selling by phone» 6. Developed special selling procedures for Customer Care specialists 7. Extra training on services for distributors 8. Developed new Database of the warranty meters registration and calculation 9. Take part of internal marketing projects- Март 2003 – май 2006
- 3 года и 3 месяца
Customer Care specialist
JOHNSON&JOHNSON (MEDICAL DEVICES & DIAGNOSTICS)Обязанности и достижения:
1. Communicated with End users 2. Monthly informed sales reps on all CC issues and market update 3. Developed internal procedures for customers and staff 4. Prepared and conducted training for staff (Moscow, Russian, CIS) and new employees 5. Contributed to development of planning for the launch of new products 6. Conducted new product clinical investigation 7. Organized CC trainings for reps and medical agents 8. Created presentations for new staff on CC procedures 9. Participated in Conferences and Exhibitions 10. Followed up on orders by phone, coordinated with distributors 11. Maintained of customer database
Образование
- Высшее образование
- 2008
- Высшее образование
- 2003
Обо мне
Дополнительные сведения:
Trainings:
October 2007 - Excel Advanced 2003, XYLOS
January 2007 – Coaching Course, Training & Development
December 2006 – Business Objects 6 end user training, Business Objects
July 2006 - Successful team is the way to leadership, PRADO
June 2006 – Time management, Wilson learning
May 2006 – Effective interview, kpg training center, Ivanova & Lebedeva
October 2005 – Telephone Communications, Human Factors
September 2005 – Presentation skills
Компьютерные навыки:
Business Objects, SUN system, MS Office, PowerPoint, 1C, Garant, Acrobat Reader, Excel (Advanced), SAP R/3 (beginner), Visio
Иностранные языки
- Английский язык — разговорный
Водительские права
- B — легковые авто
Фото, имя и контакты доступны только авторизованным пользователям
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