Customer Service Operative

1 month ago

Runcorn, United Kingdom Movianto UK Ltd Full time

**Main Purpose of Job**

Do you have a passion for helping others and giving them peace of mind? We deliver vital healthcare products to patients in their own homes and you will play a pivotal role from getting answers for customers or clients with time critical constraints, arranging uplifts and returns of goods or consulting with various departments to investigate queries, you will be the difference between their customer/client experience being just average or an exceptional one.

Queries will range from confirming Estimated time of arrival to handling complex queries which root cause analysis and full investigation will be required.

You will be involved in the entire lifecycle from speaking to patients, liaising with our Distributions Centres, and managing the goods being delivered back to the Client.

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 / Outputs**
- Log, investigate and process all queries and complaints on Sunrise CRM such as
- Delivery ETA’s,
- Late deliveries,
- Order Progress
- Temperature excursions
- Fully accountable for updating a variety of Stakeholders within Fresenius on any investigation status and its progress.
- Liaison with MUK Ops teams to investigate the root cause of any service failures.
- Monitor all critical orders through to delivery, providing updates on expected ETA’s.
- Share the Daily operational update and overspill report, providing updates on any key issues raised.
- Record and process Uplift/Returns requests, liaising with the Customer to ensure goods are available to collect and suitable packaging is supplied if required.
- Arrange couriers as required, ensuring cost is billed correctly to the Client or MUK.
- Review failure reports daily, providing feedback to Fresenius on root cause.
- Record and investigate all FKQA minor complaints, ensuring all feedback is updated on the weekly complaint’s tracker, ensuring the Programme Manager is made aware of any trends.
- Attend the “Weekly complaints call” with the Client and MUK Quality teams, presenting all feedback and provide estimated completed dates on any outstanding complaints.
- Proactively manage all open Incidents ensuring that they are closed as quickly as possible in line with Movianto SLA’s.
- Support the Programme Manager, providing information when required.
- Log all Adverse Drug Reaction/Product Complaints, forwarding them on to relevant individuals and departments.
- Actively participate in process improvement projects, contributing and assisting the Programme Manager in process transformation.
- To ensure all applicable Company Quality procedures are followed at all times.
- To undertake any reasonable request that may be required from the business.
- Review the uplifts planned and attempted daily, identifying remedial action for any collection failures.
- Liaison with all DC’s, Hubs & Warehouses to proactively resolve any issues preventing successful collection.
- Liaison with the Client to update them on uplift status and ongoing collection performance.
- Arrange where necessary the distribution of packaging to the end customer to enable safe carriage of returned items.
- Oversee the receipt and checking of uplifted consignments from across the MUK network, ensuring that TMS accurately reflects the physical goods being returned.
- Ensure that goods are returned to the Client FIFO.
- Manage and process return exceptions e.g., unlabelled consignments, ensuring these are recorded and returned to the Client in a timely manner.
- Monitor any critical uplifts from uplift to return to Fresenius, providing updates on expected ETA’s.
- Log all Adverse Drug Reaction/Product Complaints, forwarding them on to relevant individuals and departments.

**Qualifications / Experience /Knowledge / skills required for the job.
**Essential**:

- Previous Customer Service experience ideally in a B2C & B2B service industry
- 18 months experience working in a logistics/service provision environment.
- 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.

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