Customer Service Representative

Job description

  Location
Liverpool, Merseyside
·  Category
Sales & Retail - Customer Services
·  Job type
Temporary
·  Industry
Science
·  External Reference
1128

Adecco are currently recruiting on behalf of our client, a large Pharmaceutical company, for a customer service representative to be based in Liverpool. This role would be suitable for those with experience or recent graduates.

Job Summary

This role is a customer Services and customers' relationships building function, with key objectives of taking care of all customers related issues, as well to support achieving sales targets with a group of selected customers via remote selling. The role holder will ensure that at all times the UK business delivers Customer Service excellence. 100% compliant with all policies and procedures. Support Business Operations Manager and wider Commercial team.

Principal Accountability's

1. Customer Service
* Receiving and processing incoming customer telephone calls, orders and queries
* Minimum disruption to customer order delivery achieved by accuracy of order input and liaising with UK Third party distributor
* Point of contact for external sales team with any order/query issues
* Support Key Account Managers with customer's information.
* Upselling of product at every opportunity.
* Maybe also required to undertake outbound selling to designated accounts.* 50%

2. SAP
* Knowledge of SAP , Sales and distribution model and advantage.
* Develops knowledge in SAP, seek to improve SAP processes to enhance the customer experience.
* Inputting sales orders into SAP in timely manner with accuracy.
* Amending customer master data
40%

3. Financial and Quality Compliance

* Creation of new customer accounts ensuring all financial controls are adhered to.
* Support and liaise with accounts team, credit checking.
* Ensure quality compliance during new account processing, from setting up new account - delivery of product. - Bona-fide registered healthcare professionals.
* Process product technical complaints, adverse event and medical information calls including keeping records and completing month end reports to Pharmacovigilance and PTC management teams.
10%

JOB CRITERIA

Scope/Accountability

This role supports the UK Business Operations and Sales teams and contributes to the success of the UK Commercial team.

Impact/Influence/Liaison

This role is supporting the team cross-functionally and therefore the performance in this role has a high impact on the commercial success of the sales performance.
Crucial for this role are the following factors:
* Ensuring flawless communication within the team and customers.
* Excellent customer's communication and relationships building
* Accuracy of all related activities (for example order input and delivery of product to customer)
* Excellent prioritisation, planning and organisational skills
* Clear verbal and written communication

Key Performance Factors:
* 100% compliance with all policies and procedures including ABPI code of practice
* 100% customers' satisfaction
* Accuracy dealing with all procedures
* Timely execution of activities
*

EKey Relationships

Internal and External Stakeholders
* Commercial Operations Team.
* Sales team and third party field force
* Finance team & Quality, pharmacovigilance teams
* Third Party Distributors
* Customers

Decision Making

* Ability to deal with conflicting priorities and to deliver projects in line with deadlines.
* In the event of delivery issues, take care of customers in a professional and timely manner
* Adherence to customer services and selling activities plan
* Ability to understand processes and underlying commercial objectives

Innovation

* Proactively find ways to build strong and sustainable customer relationships
* Striving for operational excellence and improvements across the assigned tasks and processes.
* Innovative, out of the box thinking
* Identify new business opportunities
 
Knowledge, Skills & Competencies

* Build customers' relationships
- Strong interpersonal skills
- Excellent communication skills
- Balance attitude, remain professional and calm even in time of high workload and pressure
* Operational Excellence:
- Efficient organisation, time management and prioritisation.
- Accuracy
- Strong written & verbal communication skills
* People Engagement& Sales Capabilities:
- Flexible and dynamic, service/customer minded, sense of initiative, creative, organisational skills, stress resistant, multi-tasking, team minded and collaborative with broader commercial team.
- Selling and negotiation capability
- 'Can do' willing and flexible attitude - versatility, tenacity
* Experience/Competencies
- Customer service and administrative experience
- Understanding of Customer Service processes and procedures
- Knowledge of SAP, Sales & Distribution model
- Experience in customers interfacing activities preferential telesales experience
- Microsoft Office, including strong Word, Excel skills

Minimum Education Requirements

* University graduate , degree in either , business , Sales and Marketing , or science degree.

Minimum Experience Requirements

* Previous experience in similar role, ( desirable)
* Fluent in English
* Holds a valid UK driving license ( desirable)

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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