Customer Service Support

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

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 £14.00 per hour.

Although this position is initially for a three-month period to help with an increased workload, there is the possibility that the assignment may be extended.

As the pay rate suggests, this role requires a professional, proactive person who can assume responsibility for their workload and demonstrate strong personal qualities.

We are particularly interested in candidates who have knowledge or experience of using SAP.

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
• 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

Queries and Complaint Handling

• Receive telephone calls which may be:
• Order related
• Query related
• Claim related (stock discrepancies, returns, free of charges)

Key Compliance Requirements

• Complete all allocated compliance and SOP training in a timely way e.g. annual Drug Safety Training, and act according to guidelines etc., stated within these programmes and documents
• Enter Delivery Service Issues in our complaints management system to ensure timely resolution.

Role Dimensions - Communication with other stakeholders such as suppliers, governing bodies, the general public:

• Wholesalers
• Hospitals
• Pharmacists
• Doctors, dispensing doctors and travel clinics
• Medical Professionals
• 3PL - CD Store - Quality Assurance - Customer Services
• 3PL sub-contracted couriers

Communication with others within the company:

• Other Customer Service team members - daily - very important
• D&IM- daily - very important
• Medical Information - daily - important
• I2C - daily - important
• Commercial Quality - important

Essential Technical Knowledge, skills and experience

• 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.