In this role, you will have the opportunity to be part of global team and have a visible impact on the society by supporting our healthcare customers on daily basis.
You will be responsible for:
Enriching cases created from the customers or from the customer care center with required information by talking to the Customer, by using assigned tools for reporting;
Escalating issues to team lead in a prompt way;
Ensuring cases are executed and resolved with the right level of data quality;
Supporting the return order processes;
Ensure that feedback loop gets completed: each case is investigated and provide feedback to originator;
Reporting of performance and trends per Market, and identifying areas for improvement;
Pro-active communication in a clear and customer centric way;
Driving Lean Way of Working, Daily Management, and Operating Rhythm with points of contact in the Service organization, business units and markets;
Applying standard work related to case creation, enrichment, follow-up and resolution;
Proposing Kaizen and improvements to the Standard Operating Procedure in coordination with team lead;
Collaborating with business units, markets and functions (Service) to follow-up and resolve cases;
Supporting projects or initiatives related to improve the End2End process;
To succeed in this role, you should have the following skills and experience:
Bachelor / master studies in Logistics, Supply Chain or Business management;
More than 5 years of experience in Supply Chain management or (logistic) process improvement;
Previous experience in operational processes (e.g. order management, sales back offices, tender support, customer service);
Understanding and interpretation of technical issues;
Strong Excel and analytics skills (E.g. use of MS excel, pivot tables, slicers);
Experience with Sales Force (OneEMS is a pre), SAP, DMS;
Advanced English and German (written and spoken);
Strong People Management and communication Skills;
Be pro-active in finding solutions;
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 .