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Customer Support
2 weeks ago
**Job title**: Customer Service Support
**Location**: Northwood, near Watford, Hertfordshire - working at the Mount Vernon manufacturing site
**Contract length**: 6 month rolling contract
**Hours**: 7am to 3pm
**Rate**: up to £15ph PAYE
Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services is currently recruiting for a Customer Service Support Administrator to work for a major medical technology manufacturing company. They are a market leader in diagnostic imaging.
**Role**:
This is mainly a customer service role so you will need to have good customer service and good admin skills.
Any logistics experience would be helpful.
You will be joining the Customer Service team, who support customers with the sales and supply of radiopharmaceutical tracers used in the diagnosis of Oncology, Neurology and Cardiac conditions, using an imaging procedure called PET/CT.
**You will be required to**:
Provide Customer Service to PETNET customers with support and effective communication.
Support the production teams by producing daily manufacturing schedules that fully optimize the production capabilities of our two production sites.
Ensuring the timely deliveries of vital radiopharmaceuticals, you will liaise with courier companies, arranging the deliveries to Customer Sites.
Communicating with customers on any issues which arise during production.
If there are any delays, then advise customer centres that the equipment they ordered may be delayed/late.
Provide information to the Operations team, Sales and Management teams, as required.
**Responsibilities**:
**The Customer Support Role will be responsible for**:
1.0 Providing PETNET Customers with support and effective Communication
**Dealing with customer general enquiries**: support with ordering, product availability.
Advising customers with delivery information.
Advising customers (in a timely manner) of manufacturing issues which may result in non-delivery.
Maintenance of customer information in databases, ensuring GDPR compliance.
Supporting with customer complaints, dealing with customer feedback.
Support customers with online ordering and onboarding to PETNET.
In time, supporting with building strategies for improving the overall customer experience.
To enable effective communication to customers you will also be required to liaise with several transport
companies and drivers, internal operations team and PETNET management team.
Our client’s customers are NHS and Private PETCT Imaging providers, based through the UK.
You will be required to build positive effective relationships with both customers and all stakeholders.
2.0 Production and Logistics Planning
Working with our Customers, Production and Sales Teams, you will be responsible for:
Receive, acknowledge, and process customer orders.
Utilise production planning software to optimise batch production across two sites for multiple products, based on customer requirements.
**Logistics planning**: Identify and order courier numbers for delivery of all radiopharmaceuticals.
Liaising with customers regarding any potential production issues and delays.
Ensure up to date customer licensing details are maintained within the planning software.
**Key Skills and experience required**:
Experience of sales, customer support or scheduling role.
Good verbal communication with clear spoken English.
**Business aware**: sales and marketing environment an advantage.
Able to commute daily to Mount Vernon Hospital, Northwood.
Ability to develop the role, incorporating new ways of working.
**Competencies**:
Good understanding of Microsoft 365 software.
Strong written and verbal communication.
High levels of commitment to customer service.
Able to work on own initiative and independently.
Great communicator with good organisational skills.
Able to build positive relationships.
A real team player
**Desirable Experience**:
Previously worked within the Pharmaceutical / Radiopharmaceutical sector in a customer support or scheduling role.
Have an awareness of cGMP regulations.
Contract Management Experience.
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