customer service and support in high wycombe

posted
job type
temporary
salary
£ 13.50 per hour
apply now

job details

posted
location
high wycombe, buckinghamshire
job category
customer services
job type
temporary
salary
£ 13.50 per hour
reference number
AN025
phone
07342 083989
apply now

job description

Do you pride yourself in being able to provide outstanding Customer Service ? Are you a natural communicator? Are you comfortable dealing with Healthcare Professionals in the UK and Ireland? Are you looking for an exciting opportunity with a multinational medical and pharmaceutical company, recently awarded "Britains Healthiest Large Company" with a clear mission to improve and save lives through world-class healthcare.

We have a fantastic opportunity to join the worlds most broadly-based healthcare company supporting their diverse customer base. If you are friendly, proactive and articulate, you'll feel right at home in this diverse and welcoming team.

Hours of work are Monday to Thursday 09:00-17:30, Friday 09:00-17:00.

Job specifications are below but the main role consists of taking orders from customers and patients and processing these accurately so that they receive their orders in a timely manner. Since these orders form part of their diabetes-management programme, it is essential that they receive their orders promptly and correctly.

You will need excellent customer service skills and good administrative experience including Excel.

Benefits in this role include:



* Free parking
* Subsidised restaurant
* On site gym
* Comfortable and relaxed working environment


Job Purpose:

Working within the Sales Operations Department, the purpose of the role is to provide end to end Order Management Support and Customer Service for the UK & Ireland business.

This division of the business supplies insulin pump therapy to patients who are funded by their local NHS.


Dimensions

The Customer Service Team handle over 20,000 phone calls per year, processing of over 25,000 orders per year and receipt and handling of over 20,000 emails per year.

Key Metrics/Measurements:

Service Level Goal - 85% of all calls offered, answered. 85% of all calls answered within 30 seconds.

Order accuracy - Error rate of less than 2%


Main Responsibilities



* Daily Order Entry for patients' orders
* Order Administration to ensure delivery to end customer (query handling + status checks)
* Invoice & Account Query resolution (liaising with AR team specialist)
* Customer Relationship Management via CRM (CRMoD)
* Providing High Levels of Customer Service for External Customers
* Administrative support in data cleansing exercises
* Support transition activities

Using JDE to input products order to Customer - high level of accuracy required with attention to detail

Using Excel to track and match data

Using CRM tool to maintain customer data and transaction history

Order Administration to ensure delivery to end customer

Document and Investigate delivery and shipment queries to resolution

Status checks on orders and inventory

Liaise with external partners EDC and UPS for shipment amendments.



Background and Main Activities

The Operations department is a busy department where you will liaise with internal and external customers. Our priority is to the patient, ensuring they receive their supplies and any replacement products within a short a time frame as possible (24-48 hours).


Knowledge / Experience / Skills required

Essential:

2 years Customer Service Experience

Intermediate Microsoft Excel

Good understanding of Order to Invoice process

Excellent attention to detail

Preferred:

ERP System experience (JDE/SAP)

Supply Chain experience


Assignment and Planning of Work

Operations work using a daily schedule with the team on rotation for particular tasks. The majority of work is generated via patient calls and emails.


Other Working Relationships

Liaison with the following:

External Customers

Patients - calling to order supplies/advice

Healthcare Professional - calling to place orders, product queries

UK courier firm handling deliveries to end customer

Local warehouse facility providing marketing material storage and warranty provision service

Internal Customers

Marketing

Sales

Finance

skills

customer care

qualification

NVQ Certificate/Diploma in Customer Service

educational requirements

secondry school