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Commercial Support Specialist
2 months ago
About the Role:
The Commercial Support Executive provides dedicated commercial support for our key customers and relationships, including the review and setup of customers on special price lists/commercial policy along with management and reporting of Commercial Policy performance.
Key Responsibilities:
- Commercial Policy Administration: Provide administration of our Commercial Policy special price lists for key injectable partners, including the setup, activation, and amendments to commercial policy.
- Customer Performance Management: Report and review customer performance against Commercial Policy minimum order levels to ensure the customer commitment is delivered and remains commercially viable.
- Commercial Team Support: Support the wider Commercial Team, including our sales teams, with reporting data, customer queries, and customer details.
- Brand Ambassador: Act as a brand ambassador when interacting with customers, consistently demonstrating high levels of integrity, diligence, and professionalism.
- Customer Satisfaction and NPS Reporting: Support with our Customer Satisfaction and NPS reporting requirements, providing analysis and action plans for improvement where detractors are received.
- Opportunity Identification: Identify opportunities within our existing customer base and approach customers to discuss potential commercial policy agreements where there would be a commercial advantage.
- CRM Management: Use Salesforce CRM to accurately record notes on customers' accounts, ensuring a record of your customer interactions.
- Relationship Building: Build great relationships with our key customers through a personalized customer experience and by understanding their business and patient needs.
- Team Support: Support the rest of the customer services team by sharing your knowledge and experience to help resolve customer queries and issues.
- Ad-Hoc Projects: Support the Commercial Leadership team with ad-hoc projects and tasks.
- Reporting and Analysis: Work closely with our CRM Manager to achieve reporting requirements.
- Customer Communication: From time to time, support with customer emails, phone calls, Live Chats, and social messages, responding within agreed department response times.
- Team Player: Act always as a team player, working with your colleagues to achieve department goals and objectives.
- Upselling and Promotion: Support with initiatives to upsell or promote HXPs products or services.
- Knowledge and Training: Maintain an up-to-date knowledge of company products and procedures. Assist with the training of new starters and other team members.
- Ad-Hoc Tasks: Provide support with ad-hoc projects and tasks as required.
Requirements:
- Commercial Acumen: A good understanding of commercial requirements of our customers and business.
- Organizational Skills: Strong organizational skills.
- Communication Skills: Excellent email writing skills.
- Pressure Management: Ability to work under pressure in a fast-paced environment.
- Self-Motivation: Self-motivated with the ability to work under minimal supervision.
- Time Management: Excellent time management capability.
- Communication Skills: Proven communication skills.
- Deadline Management: Able to work to deadlines and deliver results under pressure.
- Flexibility: Flexible and adaptable.
- Reliability: Reliable with excellent timekeeping.
IT Skills:
- Microsoft Office: Microsoft Office
- Excel Skills: Excellent Microsoft Excel skills, including Lookup and Pivot tables.
- CRM: CRM (SalesForce) and Intact IQ preferred
Benefits:
Company pension, annual performance bonus, 23 days holiday plus bank holidays (and increasing with service), staff discount, staff social events, access to Health Assured EAP.
