Address
Form of work
SalaryYou'll be working 37.5 hrs a week, Monday to Friday and will be paid £25,750.00 per annum at our site in Haydock.
Benefits
- Onsite Gym at Bedford / discount PureGym memberships
- Company Pension
- Access to YourRewards platform
- Cycle to work
- Flu Vaccine
- 33 days annual leave including Bank holidays
- Health Assured – Employee Assistance
- Simply Health – salary sacrifice
Purpose of the role
Responsible for proactively resolving Customer Services queries from a select portfolio of Key Accounts. You will receive queries via telephone and email which must be logged, investigated and resolved as quickly and efficiently as possible. Liaising with Clients & Customers you will investigate and identify the root cause of any Service failures ensuring that service is resumed as soon as possible. Working closely with the Internal Key Account Manager and your wider team you will be the voice of the Customer and have a passion for exceeding expectations. You will record all communication on the company CRM system to ensure we have full traceability of any Customer Service Query. Due to the nature of the services provided by Movianto UK, resolution times are critical to ensure that Patients are not adversely affected by service delays or failures.
Key Responsibilities
- Be the initial point of contact for Customer Service queries received by telephone and email, recording all required information correctly on Sunrise CRM.
- Taking full ownership of queries from start to finish you will investigate and resolve Customer Service queries, such as Late deliveries, Damaged deliveries, Temperature excursions, Delivery ETA’s & Shortages etc.
- Fully accountable for updating Clients on query updates and ensuring that Client are aware of the investigation status and its progress.
- Liaise with Warehouse & Transport teams to investigate the root cause of any service failures, identifying preventative and correct actions.
- Record and process Goods Uplift/Returns requests and liaise with the Client/Customer as required.
- Liaise with Clients and Customers in a courteous & professional manner, keeping them updated throughout the query and realigning their expectations when required.
- Proactively manage all open Incidents ensuring that they are closed as quickly as possible in line with Customer and Movianto SLA’s.
- Support the Internal Key Account Manager, providing information when required.
- Process Order Upgrade Requests and ensure that the correct party is billed for the additional cost.
- Log all Adverse Drug Reaction/Product Complaints, forwarding them on to relevant individuals and departments.
- Log and process Customer complaints in line with the complaints procedure.
- Monitor Critical Consignment deliveries reporting all required information to the Clients as required.
- Maintain administration, filing & Client specific KPI’s.
- When required attend internal and external Customer conference calls/meetings to discuss Customer Service issues.
- Actively participate in process improvement projects, contributing and assisting the Internal Key Account Manager.
- Identify and escalate any potential financial loss issue within the business.
- To ensure all applicable Company Quality procedures are followed at all times.
- To undertake any reasonable request that may be required from the business
Experience/Skills Required
Essential:
- Previous Customer Service experience ideally in a B2B Customer Service team
- Able to carry out investigations to identify root cause analysis of any service failures
- Good communication skills both verbally and in writing
- A professional and courteous telephone manner
- Competent in the use of Microsoft packages with strong typing skills
- Able to work under pressure and to strict deadlines
- Able to work effectively as a team or individually
- Excellent organisational skills with the ability to prioritise workload
- Good attention to detail
- Strong accuracy and data entry skills
- Passionate about good Customer Service
Desirable:
- Ability to identify preventative & corrective actions
- Trend analysis of service failures
- Working knowledge of Movianto UK SOP’s
- Ability to influence Customer both internally and externally
Location: Haydock
Contract: Permanent, Full time
Salary: £25,750
Benefits: Competitive
REF-213 206
