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Customer Service Assistant

2 weeks ago

AshbydelaZouch, United Kingdom Ashfield Healthcare, part of UDG Healthcare plc Full time

**Company: Ashfield Engage**

**Position: Customer Service Assistant**

**Location: Ashby De La Zouch**

**Vacancy Type: Fixed Term**

**Salary: Competitive**

**Key Responsibilities**:

- Inbox management of leading pharmaceutical supplier in Vaccines.
- Deal with all incoming enquiries and questions, ensuring that HCPs have the information they need in relations to queries and potential issues.
- Receive and accurately process product orders.
- Deliver high quality customer service within vaccines disease/therapy area.
- Understand and remain updated on the NHS environment.
- To be fully conversant with current strategies for individual client project.
- Provide the Business Manager with accurate and timely weekly/monthly activity data.
- Liaise with all relevant personnel within Ashfield Healthcare Limited and the client company.
- Adhere to all Ashfield Healthcare minimum standards and SOP's.
- Maintain excellent quality standards for all client programs; adhere to program scripts and guidelines.
- To contribute positively to the sales team and broader account team you work within, to build strong business plans and deliver effectively against them.
- To be adaptable to change and able to shift workloads to meet changing environments and situations.
- To ensure that all orders received from our Key Account customers are processed in a timely manner
- To ensure that orders in customer purchasing systems are accessed and processed in a timely manner
- To liaise with Key Account customers regarding incorrect order lines or any supply issues
- To develop and maintain a good working relationship with our key customers
- Provide an exceptional customer support service, processing all inbound calls, vaccine orders and proactive promotion of products or services where appropriate.
- Answering enquiries regarding product information, pricing, supply updates, deliveries, proof of delivery requests, requests for copy invoices, statements, payment refunds.
- Handle queries and complaints, provide solutions, and follow up to ensure resolution in a timely basis and to the satisfaction of the customer.
- Record all sales and order information for Head Office use.
- Manage all product orders/ vaccine standing orders in accordance with the relevant SANOFI PASTEUR SOP.
- Liaise with relevant SANOFI PASTEUR team members regarding blocked orders relating to Validation or Credit limit issues.
- Liaise with SANOFI PASTEUR's nominated distribution provider to resolve customer queries in relation to delivery timings and schedules.
- Coordinate communication with all stakeholders across the business.
- Pass information to the appropriate team member regarding new, reopened or change of name account requests & other customer master data amendments.

**Essential Skills**:

- Excellent customer service and telephone manner, clear communication skills, a real desire and commitment to consistently overachieve any requirements of the role.
- To build rapport quickly and then capitalize upon the forming relationship is an essential requirement for this role, coupled with the desire to deliver on behalf of Ashfield and the Client.
- Demonstrated ability to:

- be self-motivated
- plan and organize time effectively
- strives for success
- Be an ambitious team player
- Evidence of being able to work in a flexible way to manage shifting priorities.
- Resilience and finds creative ways to engage - 'out the box' thinking.
- Demonstration of active listening skills, utilizing verbal queues.
- Polite and professional tone of voice.
- Ability to perform in fast paced environment.
- Ability to navigate quickly and effectively around technology and content.
- Seamless utilization of multiple platforms.

Background

Ashfield is a fast-paced place to work where you will be highly valued. We will give you all the support, training and encouragement you need to deliver first-class results for our clients. With an international reach and great support, the opportunitieshere are wide and diverse.

It is our people that have made us successful, and we are committed to our values: Quality, Partnership, Ingenuity, Expertise and Energy.

Thank you for your interest in Ashfield.