Salary: £22-24K
Location: Kingston-upon-Thames, Greater London
Language: Swedish
ROLE OVER VIEW
- To join a dynamic team providing customer service excellence within a Global market leading company in the Pharmaceutical industry.
- As an integral member of the customer service team you will have a passion for delivering customer service excellence and a desire to continuously drive improvement to ensure the company takes leadership in supply chain management in the industry.
OBJECTIVES/PURPOSE OF JOB
- Supports the Pharma business by providing World Class Customer Excellence.
- To proactively co-ordinate all aspects of the supply chain to deliver optimum performance and ensure we meet stated and agreed service levels and/or terms and conditions of supply.
- Establish contact, build and manage relationships and an in depth knowledge of customers within own portfolio in order to drive business growth
- Responsible for the logistics of all service inventory
- Represent the supply chain liaising with both the customer, the KAM, the Warehouse in Amsterdam and marketing to ensure seamless communication
- Efficient and timely administration of all service documentation and processes.
- Proactive order management including timely response, accurate processing and monitoring of orders and enquiries.
- Taking ownership of every customer enquiry through to completion including resolving issues quickly and efficiently in a courteous manner.
- Capture, report, escalate and ensure timely response and resolution to all complaints
- Ensure customers are fully informed of product portfolio, promotional activity and appropriate service offering.
- Working independently and as part of a team on a variety of special projects for business improvement and improved customer service
- Challenge the status quo targeting continuous improvement, promoting LEAN thinking and opportunities for growth for both self and organisation
QUALIFICATIONS/TRAINING
- Customer Services Experience essential
- Experience of PeopleSoft an advantage, but not essential.
- Higher level of education.
- Customer Service qualification would be an advantage
EXPERIENCE
- Strong recent experience within an administration customer service role, preferably working within a team.
- Proven experience in managing customer relationship
COMPETENCIES
- Excellent verbal and written communication skills for English / Swedish
- Ability to plan and organise self and workload
- Excellent interpersonal skills
- Attention to detail is essential
- Enjoys working in a team
- Confident under pressure
- Able to handle difficult / volatile situations professionally and calmly
- Confident on a variety of computer systems
- Demonstrates initiative
- In depth knowledge and understanding of the supply chain processes
- Demonstrates initiative and a ‘Can do’ attitude
- Proven ability to work in a pressurised environment
- Ability to overcome objection and manage conflict
MARKET AGILITY/ COLLABORATION/ CHANGE
- Knows and understands their customers’ needs
- Sees opportunities and makes suggestions
- Has an appreciation of what our competitors are doing
- Makes short term recommendations which are in line with the interests of the longer term health of the company
- Can work positively and collaboratively in a matrix organization
- Can balance different stakeholder needs and to find positive solutions, in line with the customer service strategy
- Builds positive relationships with colleagues and customers
- Enjoys being part of a changing organisation and can manage ambiguity
- Is resilient when faced with problems
To apply please forward your CV to This e-mail address is being protected from spambots. You need JavaScript enabled to view it
