Customer service advisor - Key accounts

Job Description

This is an excellent customer service and key accounts role based in Haydock. You will take full ownership of customer service queries. You will liaise with different stake holders within the business. They are offering an extremely competitive salary andbenefits package!Client DetailsOur client is a leader in the health care market. They deliver a broad range of health care logistics services. They are passionate about customer service and have a dedicated customer service team. They are know looking for a customer service key accountexecutive where your main role will be dealing with B2B customers.Description

• Monitoring all orders to the point of delivery reporting all required information to the Clients as required.
• Be the initial point of contact for Customer Service queries received by telephone and email, recording all required information correctly on Sunrise CRM.
• Taking full ownership of queries from start to finish you will investigate and resolve Customer Service queries, such as Late deliveries, Damaged deliveries, Temperature excursions, Delivery ETAs & Shortages etc.
• Fully accountable for updating the Client on query updates and ensuring that the Client is aware of the investigation status and its progress.
• Liaise with the Warehouse & Transport teams to investigate the root cause of any service failures, identifying preventative and correct actions.
• Liaise with the Client and Customers in a courteous & professional manner, keeping them updated throughout the query and realigning their expectations when required.
• Proactively manage all open Incidents ensuring that they are closed as quickly as possible in line with Customer and Movianto SLAs.
• Support the Team Leader and Internal Key Account Manager, providing information when required.
• Process Order Upgrade Requests and push orders through using the WEBADI tool.
• Log all Adverse Drug Reaction/Product Complaints, forwarding them on to relevant individuals and departments.
• Log and process Customer complaints in line with the complaints procedure.
• Maintain administration, filing & Client specific KPIs.
• When required attend internal and external Customer conference calls/meetings to discuss Customer Service issues.
• Actively participate in process improvement projects, contributing and assisting the Team Leader and Internal Key Account Manager.
• Identify and escalate any potential financial loss issue within the business.
• To ensure all applicable Company Quality procedures are followed at all times.
• To undertake any reasonable request that may be required from the business.
• Processing urgent replacement orders and uploading spreadsheet orders received from the NHS to the system.

Profile

• Previous Customer Service experience ideally in a B2B Customer Service team
• Able to carry out investigations to identify root cause analysis of any service failures
• Good communication skills both verbally and in writing
• A professional and courteous telephone manner
• Competent in the use of Microsoft packages with strong typing skills
• Able to work under pressure and to strict deadlines
• Able to work effectively as a team or individually
• Excellent organisational skills with the ability to prioritise workload
• Good attention to detail
• Strong accuracy and data entry skills
• Passionate about good Customer Service

Job OfferIn return you will get

• A competitive salary
• 32 days annual leave (including Bank Holidays).
• We also offer an enhanced 8% employer pension contribution and access to our employee rewards scheme

Keyskills :
Customer serviceKey accounts