Customer Experience Advisor

3 weeks ago


Sand Hutton, United Kingdom Abingdon Health Full time

Abingdon Health is a world leading developer and manufacturer of high-quality rapid tests across all industry sectors, including healthcare and COVID-19. We take projects from initial concept through to routine and large-scale manufacturing and have also developed and marketed our own labelled tests.

We offer product development, regulatory support, technology transfer and manufacturing services for customers looking to develop new assays or transfer existing laboratory-based assays to a lateral flow format. Abingdon Health has also developed AppDx®, a customisable image capturing technology that transforms a smartphone into a self-sufficient, standalone lateral-flow reader.

We are extremely passionate about our people and we now have an exciting opportunity for a talented and enthusiastic individual to join the Project Management Team

**The Role**

This role is within the Sales & Commercial team and the key focus is to ensure that our customers receive the best possible service. In this role you would generally be the first point of contact for customers who may be looking for help or information relating to the products we offer. You may also deal with other queries or complaints that may arise.

**Key Responsibilities**

**Customer Service**:

- Manage any customer contact politely, and efficiently.
- Assist customers in making purchasing decisions including preparing and sending quotes
- Represent the customer in internal meetings and when required participate in external meetings with customers
- Manage both customer and internal driven mailboxes

**Administration**:

- Manage sales orders across all product ranges for our global customer base
- Process invoices for all customers
- Administer the company CRM system, working closely with commercial colleagues to ensure that all data held accurately reflects status to allow for precise reporting and marketing
- Administer the customer experience survey, ensuring relevant customer data is captured and the survey is sent against timeline
- Accurately update commercial SOPS when required ensuring changes are communicated, reviewed, and authorised through QMS

**Complaints**:

- Assist with the complaints process by recording customer complaints, arranging review meetings, tracking assigned actions, and ensuring complaint closure within agreed timescales.

**Sales**:

- Create upselling opportunities to increase individual purchase value and overall sales
- Ensure that customer intelligence is fed back into the company

**Essential Knowledge, Skills & Experience**:

- 1-2 years experience in a customer focused role ideally in a manufacturing environment
- The ability to communicate effectively with a wide range of people.
- Attention to detail and good record keeping.
- Computer literate (Office packages and excel)
- Good Time management skills

**Desirable Knowledge, Skills & Experience**:

- Experience in IVD and the Clinical Laboratory Environment
- Experience in regulatory requirements for IVD
- 2+ years’ experience within a customer service environment
- Sage knowledge

**Salary**: Up to £25,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Wellness programme

Schedule:

- 8 hour shift

**Experience**:

- Customer facing: 1 year (required)

Work Location: One location



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