Customer Service Executive

We have a fantastic opportunity to join the world's most broadly-based healthcare company supporting their business as a Customer Service Executive.

This is a full-time ongoing role working 7.5 hours per day between 8.45am and 5.00pm with a 30-minute lunch break which equates to a 37-hour working week from Monday to Friday.

This role is based on their prestigious site in High Wycombe, paying £17.67 per hour, rising to £19.75 per hour after three months.

Although this position is working on a temporary, agency contract, the duration of the role is open-ended with no specific end-date. We are looking for people who can commit for a minimum of twelve months.

As the pay rates suggest, this role requires a professional, proactive person who can assume responsibility for their workload and demonstrate strong personal qualities that enable them to inspire colleagues and lead projects.

This client's core business is the supply of pharmaceutical and medical products to hospitals, clinics and health professionals. Duties include, but are not limited to, hospital orders, back orders, delivery failures, product returns, price requests, data management and inbox management.

Due to the nature of the sector, adherence to British Pharmaceutical Guidelines, data protection and compliance are or paramount importance.

A fuller job description is below:

Customer order processing

• Manage orders in a timely and accurate manner to meet our delivery cut off times and customer expectations including orders received from customers by Phone, Fax, Portal, EDI & Email
• Create new accounts in line with Good Distribution Practice and TV-SOP-01381
• Meet all criteria for exporting controlled drugs outside of the United Kingdom including a valid controlled drugs licence.
• Ensure UK & Ireland patient demand is met
• Proactively counteract any delivery or pricing issues
• Work on resolving any day-to-day issues
• Proactively call customers regarding stock availability and other issues of impact

Audits

• Daily working practice complies with Sarbanes Oxley controls.
• Contribute towards achieving monthly departmental targets.
• Continually assess processes in line with Good Distribution Practice.

Queries and Complaint Handling

• Receive telephone calls which may be:
  • Order related
  • Query related
  • Claim related (stock discrepancies, returns, free of charges)
• Log all complaints on Complaints Management System
• End to end Ownership of complaints and queries received

Ongoing responsibility

• Supporting worldwide customer survey adoption to fully understand customer needs
• Build and maintain relationships with internal departments to continually improve processes etc.
• Build and maintain relationships with key external customers.
• Support training for internal team members

Ad hoc projects

• Support any existing, or new, projects which may arise that improve efficiencies and support the business

Skills required for this role include

- SAP

- Microsoft Office

- Ability to communicate with people - VITAL

- Listening - we are the customer's first port of call - VITAL

Benefits in this role include:

• Competitive rate of pay.
• 20 days paid holiday, rising to 25 days after three months, plus 8 bank holidays.
• Flexible working pattern - three days in the office, two days working from home.
• Annual bonus scheme (subject to qualifying criteria).
• Free parking on site.
• Free shuttle bus to and from High Wycombe station.
• On-site subsidised restaurant and Costa coffee outlet.
• On-site free gymnasium for all employees.
• Spacious, air-conditioned offices.