In this role, you have the opportunity to
provide operational support to our healthcare customers on daily basis for back office Customer Service department in multinational environment, covering administrative activities.
You are responsible for
Receiving POs from customer and Service Engineers for spare parts
Processing POs in the system which end with automatic request to transportation department
Managing invoice disputes on customer requests including issuing credit & debit invoices
Informing customers about delays and interruptions with delivery
Managing customers queries for spare parts such as price requests or follow-up on PO status
Providing calculation on customer demands for paid maintenance services and repairs
Creating quotes for time and material
Initiating entitlement disputes on ad-hoc customer requests
Correcting & updating quotes based on actual work performed by Field Service Engineer
Balancing conflicting demands in the area of business obligations
Receiving, monitoring, developing and dispatching Service Work Orders and assigning proper Field Service Engineers
Communicating and confirming with the customer the service operations
Creating & renewing service contracts and extended warranties
Modifying existing contracts and extended warranties for appropriate services execution of pricing and billing information
Terminating contracts according to documentation received from stakeholders
Connecting the correct installed based products
Issuing invoices and credit/debit notes
Verifying customers entitlements on ad-hoc requests
Service work order and billing:
Resolving incomplete cases by correcting errors to ensure integration with financial processes
Coordinating with other departments activities necessary to complete end to end process
Issuing invoices and credit notes for contracts and time & material items
Key element to provide resolution to potential system errors
Registration of installed products based on sales orders and handover documents
Maintaining customer installed base for parts consumption and removal of defective items
Carrying out on daily basis analysis of data accuracy including providing data for field audits
Updating statuses of installed products e.g. scrapped, storage, dismantled, operational
Contacting end customers by phone (outbound calls) and email to agree return pickups
Verifying discrepancies with customer and agree to collect returnable parts
Arranging transportation of recovered goods with couriers and forwarders
Monitoring and updating database for arranged pickups and calls attempts
You are a part of
Global Competence Center in Łódź, where we centralize our transactional processes. We bring together supporting roles within HR, Finance, Procurement, Customer Service, Supply Chain and other, enabling you to have a career in an international, cross functional environment. Your future colleagues speak 25+ languages and represent 15+ different nationalities, supporting our operations in 50 countries on a daily basis.
In Customer Service – the most multilanguage department in GBS, you will have an opportunity to work with colleagues in various languages on multinational projects, where honest, professional, friendly atmosphere and sense of humor shape our culture.
To succeed in this role, you should have the following skills and experience
Fluent English and French
Professional experience in fields related to in customer service or supply chain or accounting operations would be an asset
Comprehensive PC skills, knowledge of Excel and SAP
Problem solving mindset with ability to identify improvement opportunities
Interpersonal skills required in interactions with internal and external customers
Ability to multi-task and work in a fast-paced environment. Skill in prioritizing tasks required
Good organizational skills and aptitude for details
In return, we offer you
The unique combination of a critical and challenging role and a creative and empowering office environment. You will be actively encouraged to make improvements, establish best in class service and have a direct impact on the success of Philips on a daily basis.
Annual bonus based on performance achieved
Private medical care with option to extend it to family members
Benefit System cards
Discount for Philips’ products
Relocation package applicable for people moving in from outside of Łódź region
Promotion of healthy lifestyle in the office (fruits twice / week in the office, gym, massage chairs, various events)
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog . Once there,you can also learn about our recruitment process , or find answers to some of the frequently asked questions .