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Customer Service Representative
2 months ago
Job Summary
Clinigen 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 global offices in the US, EU, JAPAC and South Africa. Clinigen has grown rapidly since we began, we are the leader in Managed Access programs and positioned well for an exciting future of continued expansion.
Key Responsibilities:
- Primary point of direct contact for communication with Clinigen's customers i.e. hospitals, physicians and pharmacists. Responsibility for servicing customer needs and providing information and support for the range of Clinigen and client products to assigned customer accounts.
- Ensure all enquiries and orders are processed accurately following set systems and processes.
- Develop relationships with our customers to deal with enquiries first time and in full, where possible.
- 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).
- 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.
- 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.
- 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.
Requirements
- Fluent in Portuguese/Spanish language ability (both written and verbal) for assigned region. Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums.
- Educated to a minimum of GCSE and or equivalent regional qualification.
- Demonstrable experience of working in a Customer service environment.
- Excellent communication skills with a customer centric focus.
- Ability to multitask with ensuring great organisational skills.
- Adaptable and dynamic approach to ensure the role mimics developing industry trends and technological developments.
- Good working knowledge of all Microsoft Office packages. Oracle system and digital experience a distinct advantage.
