Mahsa Razban

Customer and Stakeholder Communication: Maintain regular contact with customers, manufacturing representatives, distributors, sales managers, and other stakeholders to provide optimal service and technical alternatives.

· Quotation Information Gathering: Request necessary information from clients, direct customers, and distributors to respond to quotations.

· Bidding and Proposal Preparation: Prepare bids covering prices, minimum quantities, delivery times, technical details, and sales conditions, ensuring compliance with the company’s policies.

· Quotation Documentation: Attach relevant documentation to quotes for analysis, including any documents customers must return to accept future orders.

· Follow-Up on Quotes and Files: Follow up on quotes and key files with clients through appropriate communication channels (phone, email, Teams, etc.).

· Order Entry: Enter customer orders into the CRM system (SAP).

· Order Monitoring: Follow up on accepted orders, monitor production, and ensure timely delivery as required.

· Documentation Compliance: Ensure that all customer transaction documentation is up to date and in accordance with the latest revisions.

· Additional Duties: Perform any other related tasks as required by the role.

· Shipment Issue Resolution: Address issues with short or incorrect shipments with clients.

· Export Order Management: Manage export orders, including quotations, orders, shipment coordination, and delivery follow-ups.

· Shipping Coordination: Arrange shipments with carriers and track deliveries with customers.

· Returns and Defective Parts: Follow up on annual returns, scrap, and defective parts with clients and manufacturers.

· System Proficiency: Proficient in SAP and online shopping platforms (eShop).

· Direct Sales Management: Proactively manage direct sales, helping customers select the right products and addressing inquiries and complaints efficiently.

· Return and Debit Rebate Processing: Handle return requests and assist customers with debit rebates, ensuring compliance with process guidelines.

· Customer Engagement via CRM: Engage with current and potential customers through the CRM system via email and live chat, providing comprehensive product information and responding to inquiries.

· Phone Support: Handle incoming calls, offering professional and effective support to customers and stores with accurate information.

· Proactive Customer Assistance: Use available tools to assist customers proactively with product availability, pricing, and other related inquiries.

· Order Preparation and Follow-up: Follow up on online customer inquiries and prepare orders for timely shipping.

· Sales Team Support: Provide backup support to sales team members as needed.

· Order Fulfillment and Inventory Management: Contribute to all aspects of Order Fulfillment, including effective inventory management.

· Maintained Supplier Relationships: Collaborated with top pharmaceutical industry brands including Abbott, BioSyent, Bausch & Lomb, Leo Pharma, Engelhard, Stratpharma, Hermes, and Clemascience.

· Internal Collaboration: Worked closely with the sales and accounting teams to prepare accurate forecasts and orders.

· Vendor Management and Purchase Orders: Managed the complete process of obtaining pricing from multiple vendors, coordinated with management and sales teams, and issued purchase orders based on quarterly and annual demand forecasts.

· Proforma and Import Documentation: Prepared proforma invoices, submitted PFI along with relevant documents to the import office, and liaised with health organizations to secure freight insurance and issue import licenses.

· Shipping Documentation Verification: Verified all shipping documents including trade invoices, packing lists, Certificate of Origin (COO), and Certificates of Analysis (COA).

· Shipment Tracking: Actively tracked shipments to ensure on-time arrivals, compliance with order specifications, and timely customs clearance.

· Regulatory Compliance:Conducted all tasks in compliance with applicable health, safety, quality, environmental, and security regulations, including provincial laws and ISO standards.

· Provided Technical Information and Proposals: Offered detailed product technical information and prepared proposals tailored to customer needs.

· Sales Follow-up: Followed up with customers to determine the sales stage and provided accurate project timelines to secure purchase orders.

· Supplier Relationship and Reporting: Maintained strong relationships with suppliers, communicated to obtain pricing, checked inventory, and matched products with customer inquiries. Prepared daily reports for management to expedite supply, shipping, and after-sales follow-up.

· Internal Collaboration: Scheduled and led internal meetings with the sales and after-sales service teams to address customer issues and ensure optimal outcomes.

· Customer Data Management: Actively archived and maintained customer data in the CRM system to better support customer needs, including applying discounts and benefits for returning customers.

· Workflow Management: Prioritized daily tasks, including inbound calls, quotes, and sales-related inquiries to ensure efficient workflow.

· Administrative Support: Performed various administrative duties such as copying, filing, faxing, mail deliveries, and preparing documents for shipping, certificates, and customs clearance.

· Customer Engagement: Reached out to new and existing customers to discuss how their needs could be met with specific products and services.

· Supplier Communication and Order Coordination: Maintained strong communication with suppliers, prepared proforma invoices based on sales orders, and collaborated with the technical department to ensure smooth order processing.

· Pricing and Availability: Prepared product availability and pricing offers in response to customer inquiries.

· Product and Warehouse Coordination: Verified product availability across different industries and warehouses to meet customer needs.

· Logistics and Shipment Coordination: Arranged shipments with logistics companies and closely monitored the process until products were successfully delivered to the customer.

· Customer Engagement and Reporting: Actively communicated with customers to manage their orders and generated reports to support future purchases and repeat orders.