Job Purpose:
To deliver a market-leading service to all customers by delivering exceptional levels of customer focus, building long term service relationships between Rocialle Healthcare and the customer. A proactive retention mind set to develop existing customer base/new customers, securing revenue and profitability.
Key Responsibilities:
* Delivering weekly, monthly, quarterly and yearly sales targets (as defined by the Customer Services Manager).
* Monitoring usage against sales forecasts, ensuring effective communication to the customers and the Operational/Commercial Team regarding any significant sales variances.
* Championing a customer centric culture, delivering market-leading customer service that will secure valuable, trusting and long-term customer relationships.
* Overseeing customer account management, ensuring revenue retention and profitability margins.
* Preparing account-based reports to track and monitor performance and customer satisfaction. Daily back orders, open orders, shortage reports, complaints, low expiry logs/substitutions, CTO's, stock reports and sales reports.
* Collaborating with the Sales Department to understand the current needs (and future requirements) of customers, through proactive account management and driving growth opportunities within the customer base.
* Managing customer accounts in a timely manner, ensuring successful delivery to all customers.
* Reviewing the stock levels on all bespoke products, ensuring continued usage and ensuing no obsolescence is created.
* Updating the Tracker log (forecasts) to ensure customer data is consistently accurate and up to date.
* Manage shortages and customer expectations.
* General product information/samples.
Knowledge & Skills:
* Enthusiastic, hardworking and determined.
* Excellent communication skills (verbal and written) and the ability to build good customer relationships.
* Work as an active member of a multi-disciplinary team, working independently and in a team environment.
* Strong collaboration skills (across departments and sales teams).
* Attention to detail and understand importance of timely communication.
* Flexible and able to act quickly to the needs of the customer.
* The ability to handle complaints and difficult situations in a patient, calm and effective way.
* Works proactively to prevent customer issues.
* IT literate (Microsoft Office).
* The ability to be flexible, decisive and quick thinking and strong problem solving ability.
* Friendly and approachable.
* Customer focused.
Education & Experience:
* GCSE
* Proven customer service experience
Job Types: Full-time, Permanent
Pay: £26,000.00-£26,500.00 per year
Benefits:
* Canteen
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Free flu jabs
* Free parking
* Gym membership
* Life insurance
* On-site gym
* On-site parking
* Referral programme
* Work from home
Education:
* GCSE or equivalent (preferred)
Experience:
* Customer service: 1 year (required)
* Account management: 1 year (required)
Work Location: In person