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Account Sales Executive
4 months ago
Uniphar Background
Uniphar group is a rapidly expanding global healthcare services business with a proud heritage in Ireland. Since IPO in 2019, the group has grown both organically and through a series of strategic acquisitions, which continues to strengthen Uniphar's international reach. With a workforce of close to 3000 employees spread across Ireland, United Kingdom, Netherlands, Nordics, and the USA, Uniphar is a trusted global partner to Pharmaceutical and MedTech manufacturers, working to improve patient access to medicines around the world.
Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world's best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our highly expert teams. Uniphar is organised into three key divisions; Supply Chain & Retail, Commercial & Clinical MedTech / Pharmaceutical; and Product Access.
Culture at Uniphar
Ethics and integrity sit at the heart of Uniphar's culture, with our customers and patients integral to what we do and how we do it. We pride ourselves in being truly entrepreneurial, innovative, collaborative, with a strong problem-solving ethos. Everything Uniphar does is enabled by our people and as we continue to grow domestically and internationally, we become more diverse. This diversity fuels our business and culture.
The Role
This is a specialized role focused on ensuring consistent exemplary customer service is experienced by our ULM customers. Working as a team the Customer Services Executive will through urgency, quality and reliability deliver value to our customers, in need of support obtaining specialized ULM products for their patients. To enable Durbin to become the number 1 supplier of choice for ULM supplies for the UK market.
MAIN DUTIES & RESPONSIBILITIES
- Assist Business Unit Leader in driving a Sales and Customer Service Team that provide a best-in-class customer experience, achieving monthly sales budgets
- Continuously compare performance to targets and take appropriate corrective actions whenever necessary
- Work alongside the Commercial Account Manager to liaise with Top Accounts and manage products on Contract. Ensure joint business plans are followed for focus customers and outcomes recorded.
- Contribute to the running of the Durbin Customer Service Team, ensuring strong time management and organisational skills are employed
- Provide support to the Customer Services Team Leader as required to resolve customer queries
- Ensure Durbin customer orders are managed appropriately within SLA
- Monitor backorders and track shipments where required, continuously keeping customers informed on lead times
- Work alongside the Durbin Strategic Procurement Manager and Supply Chain Planners to ensure that the team are creating and maintaining an appropriate pricing structure for all Durbin products
- Liaise with various other departments within Durbin to resolve issues and achieve results
- Assist the Business Unit Leader to constantly review, monitor and provide improvements to all processes and systems within the Durbin
- Ensure all relevant regulatory paperwork is supplied to Quality when required
- Comply with all Durbin GDP processes and procedures and in particular comply with regulations in force relating to supply of ULM's
- Candidate will be aligned with Durbin company strategy and focus including an in-depth knowledge of all relevant Work Instructions and SOP's. Ensure that the ULM service always complies to Durbin's SOP's and policies
- Account Relationships
- Support relationships with clients through active consultation and regular communication - Including upselling as appropriate.
- Support the team in developing a full understanding of the client needs.
- Account management and business planning - ensure business driving activities are in line with operational and financial targets
- Grow clinical presence in key hospital therapeutic groups
- Customer and market knowledge - build solid, long-term relationships with hospital KOL's and share this back internally with the business to help shape strategy
- Administration & Finance
- Support wider team in monitoring performance against agreed budgetary targets.
- Develop a full understanding of the portfolio.
- Ensure all customer details are up to date across the company systems.
Qualification, Experience & Skills Required
- Relevant professional qualifications (Pharmacy Technician / Pharmacist) are advantageous
- Commitment to excellent customer service.
- Solution driven, ability to think creatively.
- Ability to build strong relationships.
- Excellent IT skills (MS Office, Excel, PowerPoint etc).
- Experience in a customer facing/service role.
