Part of a team of customer services representatives, within CSL Seqirus Commercial UK NI; this role has the main objective to execute efficiently and professionally all business operations and customer services activities. This role is a critical Customer facing role requiring customer focus, clear communication skills, product knowledge, empathy, stress-resistance as well as versatility with operational systems. KPI is customers’ satisfaction and 100% compliance with all policies and procedures. This role will contribute to supporting the UK Commercial team in the achievement of the overall commercial operations objectives for the UK.
Responsibilities include:-
1. Adherence to Customer Service processes and procedures
2. Answering inbound customer calls courteously and professionally, dealing with each enquiry effectively and efficiently
3. Management of Customer Service Inbox, ensuring all emails are processed appropriately and promptly
4. Receiving and processing incoming customers’ orders and queries
5. Management of Customer Returns
6. Liaising with 3PL partners for Customer deliveries
7. Point of contact for external remote sales team with any order/query issues
8. Strong collaboration within Business Operations, Supply Chain QA, Supply Chain, Finance and UK Commercial Operations
9. Support customers with E-Commerce portal (Flu360)
10. Miscellaneous Customer Service duties as and when required
11. Using SAP Sales & Distribution model which will include input of SAP Master Data and Order Entry
12. Interfacing of Orders to 3PL partners for delivery to Customers
13. Creation of financial Credit and Debit notes in line with financial compliance
14. Develops knowledge in SAP, seek to improve SAP processes to enhance the customer experience.
15. Integrated approach of customer services activities with remote sales team and third party logistic center
16. Becomes Department Subject Matter Expert for designated business area
17. Provides Training to existing and new team members on area of expertise
18. Documentation of process and creation of Work Instructions
19. Collaboration with Key Stakeholders in process
20. Upload of documentation into EQMS
21. Ensuring all SOP and training are up to date in timely manner.
22. Creation of new customer accounts in line with established financial controls
23. Supports Credit Control Process in collaboration with Treasury Team to ensure Customer Credit limits are in line with order value
24. Process product technical complaints, adverse event and medical information calls, including keeping records and completing month end reports to Pharmacovigilance and complaint management teams
25. Follows established processes and procedures for systems
26. Works closely with Quality Team to be part of Change Control Process
27. Ensures all SAP transactions are carried out in a compliant manner
28. Involvement in CAPA’s and DR’s as applicable
Qualifications, Skills & Experience:-
29. Proficiency with Microsoft Office 365 & SAP
30. Fluent in English.
31. 3-5 Years Customer Service Experience
32. Understanding of logistics and Customer Service environment
33. Excellent communication and collaboration skills
34. Excellent prioritisation, planning and organisational skills
35. Strong interpersonal and relationship building skills.
36. Clear verbal and written communication
37. Empathy and customer focus
38. Ability to deal with conflicting priorities and to deliver projects in line with deadlines.
39. Understanding of pharmaceutical industry a preference
Our Benefits
CSL Seqirus is committed to attracting and retaining world-class employees who are valued for their contributions to achieving business objectives.