Primary point of direct contact for communication with Clinigen’s customers i.e. hospitals, physicians and pharmacists. Responsibility for servicing customer needs and providing information and support for the range of Clinigen and client products to assigned customer accounts. Ensure all enquiries and orders are processed accurately following set systems and processes. To be a customer facing representation of an industry leading company with a passion to provide industry leading service.
Key Responsibilities:
Self-Managed with ability to self-check work whilst handling a range of customer contact within a customer service environment, using knowledge and skills gained through training to provide our customers with an outstanding level of service in an efficient and effective manner. Customer contact is referencing, but not exclusive to, in and outbound telephone calls, emails, faxes and any digital platform related activity required to support our customers. An Account Executive will be trained on a range of systems related to support our service offering and will be required to showcase a professional and polished service whilst utilizing these systems. A flexible approach is required as services may be subject to change. Expectation to deliver world class support and guidance to a range of global customers within the Customer Service department through:
1. Order and enquiry handling:
- Within set SLA’s, and referencing the relevant internal reference instructions, process customer orders and enquiries accurately, efficiently in full through to completion to deliver the right drug, to the right patient, at the right time.
- Adhere to set regulatory, legislative, and compliance-based SOP’s whilst handling customer data and in accordance with Clinigen processes.
- Process quotations and product sourcing enquiries in line with training and reference documents for respective regions.
- Keep up to date with Standard Operating Procedures to ensure order and enquiry handling compliance.
- Log any compliance-based enquiries in the Quality system as per SOP (excursion of stock, complaints, non-conformances etc.)
- Develop relationships with our customers to deal with enquiries first time and in full, where possible. Soft skill communication is clear and apparent at all times.
2. Training and Process:
- Complete an ‘onboarding’ training program specific to your Customer Services role and upon further experience, assist to deliver this training to new starters.
- Ensure familiarization and confidence in using all systems and processes within the Customer Services department in line with our departmental training hub and reference documents.
- Input in improving customer experience by communicating any process constraints or improvement activity ideas.
- Expectation to attend all compliance-based refresher training programs set by the Training Manager.
- Provide constructive feedback to Clinigen using the Peakon system to showcase our expertise and to help be the voice of our customers.
- Comply with all internal practices and SOPs. Customer Service authored SOPs should be well known.
- Strive to achieve personal objectives set by line manager and relevant departmental KPIs and attend regular check ins with your line manager to record these in the company appraisal portal.
- Develop and maintain an understanding of all relevant Clinigen and client products to support our customer needs.
- Familiarise yourself with internal colleagues’ processes to ensure a collaborative nature in our exchanges.
3. Customer Relationship & Support:
- Respond to inbound calls, emails and faxes consistently meeting and maintaining the department KPIs ensuring that response times for the customer does not fall outside of SLA.
- Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer’s needs.
- Make outbound calls to our customers to support strategic projects or for a business requirement.
- Ability to de-escalate calls and emails in an effective manner and know when to escalate to senior team members for resolution support.
- Build long-term and ongoing external customer relationships through effective communication and interpersonal skills to ensure repeat business opportunity.
- Collaborate with internal Clinigen Teams to ensure the customers account is compliant and created according to their needs i.e., online access.
- Develop and maintain effective long-term working relationships with all internal customers and support functions within the business to aid customer management.
- Ability to communicate and engage with a high level of professionalism and flexibility to adapt to our customers demands as per language and cultural requirement.
- Support the customer needs in line with departmental KPIs.
- When appropriate, promote Clinigen Direct and encourage customers to process their own orders through the digital platform.
- Ensure that complaints and non-conformances are captured in line with our SOP’s and corrective actions are implemented promptly to ensure customer relationship is maintained. Awareness to escalate when required.
- Work in a flexible manner to assist and support other areas of the Customer Service department and customers as and when necessary.
The list of duties is not intended to be exhaustive but gives a general indication of the tasks involved. It is the nature of the company that tasks and responsibilities are, in many circumstances, unpredictable and varied. All employees are, therefore, expected to work in a flexible way when the occasion arises and acknowledge that tasks not specifically covered in their job description are not excluded.
Requirements
- Fluent Language ability (both written and verbal) for assigned region(s). Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums.
- Educated to a minimum of GCSE and or equivalent regional qualification.
- Demonstrable experience of working in a Customer service environment.
- Excellent communication skills with a customer centric focus.
- Ability to multitask with ensuring great organizational skills.
- Adaptable and dynamic approach to ensure the role mimics developing industry trends and technological developments.
- Good working knowledge of all Microsoft Office packages. Oracle system and digital experience a distinct advantage.
- Own vehicle and must be able to work outside office hours when required.
Benefits
- Company Contribution towards Medical Aid
- AlexForbes Pension Fund
- GroupLife
- Performance Bonus
