Customer Service Account Executive

6 months ago

Weybridge, United Kingdom Clinigen Group Full time

ORGANISATION

Clinigen Limited is a rapidly growing global specialty pharmaceutical and services company with a unique combination of businesses. Our divisions operate in a complex global regulatory environment and ensure that vital medicines are delivered securely, on time and wherever they are needed in the world.

We are currently 1,100 people, headquartered in the UK, with sites in Burton-on-Trent and Weybridge, with global offices in the US, EU, Australia, New Zealand, Japan, Hong Kong, South Africa, and South East Asia. Clinigen has grown rapidly since it began in 2010 and is positioned well for an exciting future of continued growth. To sustain our growth, we’re on the lookout for motivated, ambitious and committed individuals to join our highly successful global team.

ROLE

**Key Responsibilities**:
**Order and enquiry handling**:

- Within set SLA’s, and referencing the relevant internal reference instructions, process customer orders and enquiries accurately, efficiently in full through to completion to deliver the right drug, to the right patient, at the right time
- Adhere to set regulatory, legislative, and compliance-based SOP’s whilst handling customer data and in accordance with Clinigen processes
- Process quotations and product sourcing enquiries in line with training and reference documents for respective regions
- Keep up to date with Standard Operating Procedures to ensure order and enquiry handling compliance
- Log any compliance-based enquiries in the Quality system as per SOP (excursion of stock, complaints, non-conformances etc.)
- Develop relationships with our customers to deal with enquiries first time and in full, where possible. Soft skill communication is clear and apparent at all times

**Training and Process**:

- Complete an ‘onboarding’ training program specific to your Customer Services role and upon further experience, assist to deliver this training to new starters
- Ensure familiarisation and confidence in using all systems and processes within the Customer Services department in line with our departmental training hub and reference documents
- Input in improving customer experience by communicating any process constraints or improvement activity ideas
- Expectation to attend all compliance-based refresher training programs set by the Training Manager
- Provide constructive feedback to Clinigen using the Peakon system to showcase our expertise and to help be the voice of our customers
- Comply with all internal practices and SOPs. Customer Service authored SOPs should be well known
- Strive to achieve personal objectives set by line manager and relevant departmental KPIs and attend regular check ins with your line manager to record these in the company appraisal portal
- Develop and maintain an understanding of all relevant Clinigen and client products to support our customer needs
- Familiarise yourself with internal colleagues’ processes to ensure a collaborative nature in our exchanges

**Customer Relationship & Support**:

- Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer’s needs
- Make outbound calls to our customers to support strategic projects or for a business requirement
- Build long-term and ongoing external customer relationships through effective communication and interpersonal skills to ensure repeat business opportunity
- Collaborate with internal Clinigen Teams to ensure the customers account is compliant and created according to their needs i.e., online access
- Develop and maintain effective long-term working relationships with all internal customers and support functions within the business to aid customer management
- Ability to communicate and engage with a high level of professionalism and flexibility to adapt to our customers demands as per language and cultural requirement
- Support the customer needs in line with departmental KPIs
- When appropriate, promote Clinigen Direct and encourage customers to process their own orders through the digital platform
- Ensure that complaints and non-conformances are captured in line with our SOP’s and corrective actions are implemented promptly to ensure customer relationship is maintained. Awareness to escalate when required.
- Work in a flexible manner to assist and support other areas of the Customer Service department and customers as and when necessary

**Additional Duties**

The list of duties is not intended to be exhaustive but gives a general indication of the tasks involved. It is the nature of the company that tasks and responsibilities are, in many circumstances, unpredictable and varied. All employees are, therefore, expected to work in a flexible way when the occasion arises and acknowledge that tasks not specifically covered in their job description are not excluded.

**REQUIREMENTS**:

- Must be fluent in Italian language, with strong communication skills (both written and verbal). Please note, applicants with lang

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