Customer Service Representative – £11.50ph

Our client a global biotech company based in Maidenhead are looking for a Customer Services Representative to join their Commercial Operations department and execute efficiently and professionally all business operations and customer services activities.

This role is a customer facing role requiring customer focus, clear communication skills, product knowledge, empathy, and stress-resistance as well as versatility with operational systems (SAP, etc).

The role is to start on the 1st June on a 6-month contract basis – 37.5 hours per week.

It will be working from home initially with 2 days a week in the office until July when it will then be 5 days a week in the office.

The worker cannot take any holiday in Sept or Oct as it is a very busy time for the business. Please do not apply if you have pre-booked holidays or commitments during this time.

 

Key Responsibilities:

  • Adherence to Customer Service processes and procedures
  • Answering inbound customer calls courteously and professionally, dealing with each enquiry effectively and efficiently
  • Management of Customer Service Inbox, ensuring all emails are processed appropriately and promptly
  • Receiving and processing incoming customers’ orders and queries
  • Minimum disruption to customer order delivery achieved by accuracy of order input and liaising with UK Third party distributor
  • Point of contact for external remote sales team with any order/query issues
  • Strong collaboration within business operations and customer services team
  • Miscellaneous Customer Service duties as and when required i.e. filing, outbound calling, new team member shadowing, data gathering etc
  • All Creation of new customer accounts ensuring all financial controls are adhered to.
  • Support and liaise with accounts team, credit checking.
  • Ensure quality compliance during new account processing, from setting up new account – delivery of product.
  • Process product technical complaints, adverse event and medical information calls, including keeping records and completing month end reports to Pharmacovigilance and PTC management teams (when required).
  • Ensuring all SOP and training are up to date in timely manner.
  • 100% compliant with policies and procedures

 

Key Skills/Experience:

Experience/Competencies

  • Previous experience in similar role, preferentially in pharmaceutical Industry.
  • Fluent in English.
  • Customer service background
  • SAP experience preferable
  • Microsoft Office, including strong Word, Excel skills
  • Understanding of logistic/supply chain processes

 

Operational Excellence

  • Efficient organisation, time management and prioritisation.
  • Respecting deadlines, accurate task completion (Quality & detail focused)
  • Strong written & verbal communication skills

Team-player & Customer oriented

  • Flexible and dynamic, Service/customer minded,
  • Sense of initiative, organisational skills, stress resistant, multi-tasking, team minded and collaborative with broader commercial team.
  • Clear and effective communicator, empathy and engaging attitude able to build relationships and trust over the phone

 


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