Aftercare Support Handler/Travel Coordinator Pharmaceutical
Location: Speke, Liverpool (hybrid working)
Type: 12 month fixed term contract (mat cover)
Hours: Monday – Thurs either 8:00-16:30 or 9-17:30 and Friday either 8:00-14:00 or 9:00-15:00
Our Client, a leading Pharmaceutical company are looking to recruit for a Aftercare/ Travel Coordinator to work at their state of the art facility in Liverpool; reporting to the Aftercare Support Manager this role will aspects of customer service, administration, planning and problem solving. A great role to get stuck into!
The Role:
* Case management of Support Cases from initial contact with a customer with through to completion.
* Reviewing and raising customer Support Cases on the database for review by internal teams.
* Problem solving customer issues by distributing Support tasks to relevant departments within the business, chasing responses and formulating solutions for customers.
* Liaising with internal departments for short-term solutions and for long-term improvements.
* Liaising with customers via phone, email, or Teams/Zoom regarding Support Cases.
* Building relationships with customers whilst resolving complaints.
* Organising support for customers dependent on their requirements:
* Arranging warranty orders, including return of damaged goods.
* Arranging conference calls between technical staff and customers.
* Administering the Service Technician’s calendar with the Service Technician involved.
* Linking travel arrangements for Service Technicians to Support Cases.
* Liaising with customers, Service Technicians and Salespeople to make site arrangements.
* Being a point of in-house contact for the Service Technicians
* Creating and issue of Site Service Training certificates.
* Managing Company travel requests, ensuring compliance with the Company Travel Policy.
* Planning and booking travel, including flights, hotels, car hire etc. via travel platforms, agents or direct
* Creating itineraries for travelers and helping with support documentation e.g. VISA’s
* Record keeping & administration of company systems, i.e., managing the database, approvals, confirmations, cost etc., providing analysis where required.
* Monitoring travel reports to ensure the welfare of our travelers, being a point of contact and reaching out to travelers with important information.
The Person:
* Proficient in Microsoft applications (Office, Word, Outlook etc)
* Strong written and verbal communication skills, solid spoken and written English language essential.
* Previous customer service experience essential.
* Experience using a CRM system and/or ERP.
* Strong organisational skills and can work on initiative