Reporting to: Business Operations Manager
Job Purpose
Provide an exceptional customer experience by managing inbound and outbound interactions with Seqirus' existing and new customers.
Generate sales for Seqirus' influenza portfolio within Primary Care whilst co-ordinating, monitoring and inputting field-based sales orders.
Manage stock scheduling levels with the field force to provide clarity of delivery and manage customers' expectations.
CUSTOMERS
* Provide an exceptional customer support service, processing all inbound calls, orders and proactive promotion of products or services where appropriate. Duties to include but not limited to:
o Responding to incoming calls, emails from customers
o Answering enquiries regarding product information, pricing, supply updates, deliveries and proof of delivery requests
o Handle queries and complaints, provide solutions and follow up to ensure resolution on a timely basis and to the satisfaction of the customer
o Answer first line product enquiries in line with the approved SmPC
o Provide support to customers with the use of all microsites and forward feedback to the Marketing team when necessary
* Analyse and interpret customer account data to determine level of customer service, proactively identify future customer needs and align these against potential Seqirus offerings
* Generate sales leads to be followed up by the Contact Centre or Field based sales teams as appropriate
* Maximise all customer interactions through proactively promoting Seqirus products and services to customers to drive increased product sales
* Proactively service call target customers in line with priority listings and business drivers
* When required to do so, contact existing and/or potential customers and/or stakeholders to arrange meetings with Seqirus colleagues
* When required to do so, contact existing and/or potential customers and/or stakeholders for the purposes of gathering market, environment and/or customer information
ORDER ENTRY & ADMINSTRATION
* Record all sales and order information for Head Office use
* Take and manage all product orders in accordance with the relevant Seqirus SOP
* Manage amended and cancelled orders in accordance with the relevant Seqirus SOP
* Liaise with relevant Seqirus team members regarding blocked orders relating to Validation or Credit limit issues
* Liaise with Seqirus customer service team to resolve customer queries in relation to delivery timings and schedules
INFORMATION & COMMUNICATION
* Keep accurate records of all correspondence with customers
* Coordinate communication with all stakeholders across the business to ensure all business leads or interests are dealt with effectively and efficiently in a timely manner
* Pass information to the appropriate Seqirus team member regarding new, reopened or change of name account requests & other customer master data amendments
* Ensure that any information in relation to a potential adverse event is transmitted to the Seqirus UK Pharmacovigilance Department in line with the SOP
* Conduct all activities in accordance with the current ABPI Code of Practice where relevant
* Communicate effectively with the wider field based sales force when required
* Attend regional or national meetings as and when required
Qualifications & Skills
* Educated to graduate level (relevant life sciences or business/commercial course)
* ABPI - preferable to have upon commencing role, if not must have obtained within one year of commencing role
* Evidence of good written and spoken English
* Demonstrable track record in achieving business related targets
* Positive customer service attitude
* Experience of dealing with HCPs - preferable
* SAP experience - preferable
Core Competencies
Drives Accountability
* Holds self-accountable for delivering results and producing work of high quality
* Possesses a 'right first time' ethos and finds ways to exceed
* Displays continuous improvement mind-set in all aspects of work
* Seeks ways to understand and learn from mistakes
Customer Focus
* Puts the customer first
* Upholds all responsibilities and obligations for internal and/or external customers
* Has high ethical standards and is honest in dealing with others
* Recognises the importance of internal customers
Teamwork
* Works in diverse teams with ease, valuing mix of styles, perspectives and experience
* Excellent interpersonal and communication skills
* Gets the best from other team mates by listening, encouraging others and knowing when own contribution is required
* Is excited about the opportunities presented by change
* Seeks new and better ways of doing things
* Comes to situations with ideas and solutions to address issues
* Asks questions to gain clarity
Business & Organisational Awareness
* Understands how own contribution contributes to results
* Builds a network of useful contacts to help get things done more efficiently
* Is proactive and anticipatory with solutions to problems in the business
* Seeks to stretch own capability, willing to operate outside of comfort zone
Action Oriented
* Is engaged and enthused about work
* Takes initiative and doesn't wait to be asked
* Displays a can-do attitude in good and bad times
* Strives to be the best we they can be
Develops Capability & Talent
* Open to learning, adapting and identifying opportunities for self-development
* Seeks feedback in order to improve performance
* Proactively looks for exposure to new aspects of the job
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