Purpose of the job:
· To work with suppliers and hospitals to build and maintain h-trak product master data (PMD), and also customer specific data as per requirements of Trust customers
· To support project managers/officers with customer data profiling, and data set up
· To maintain data and resolve issues on the h-trak Replenishment System (HRS) and Product Master Database (PMD)
· To monitor customer usage of h-trak product
· To support stock takes and the reconciliation of data to PMD
Duties and responsibilities
Customer Support Duties
· First point of contact for all customer requests
· Manage Freshdesk to ensure all tickets are handled within the given timeframes
· Onsite Customer Support to provide refresher training & provide guidance and advice as required.
· Chase up suppliers to obtain product information as required by the Customers
· Resolve any data issues with defined suppliers and Trusts
· Load and validate products into HRS / PMD
· Meet customer expectations in terms of the supplier data provided
· Monitor customer usage of h-trak, alerting the Customer Services Manager where intervention is required
· Creating customer login accounts on the HRS
· Customer barcode scanning sheets for devices, kits, staff, procedure types etc. as required from time to time.
· Provide weekly/monthly reports as requested by the customer
Project Support Duties
· Provision of support to project managers by uploading and maintaining data to customer profiles. This will include, but not be limited to:
· Uploading of customer specific product profiles, as completed by customers, or instructed by Account/Project Managers
· Uploading/maintaining other data profiles such as procedure types, staff lists etc
· Uploading of price lists to the relevant customer’s HRS profiles
· Generally assisting project managers in data profiling work associated with implementations and ongoing issues with customers.
· On-site support to Project Managers on projects, to include, data set up, training, acceptance testing and go live support.
Additional
· To provide cover for when colleagues are on sick-leave/annual leave.
· To provide assistance when required by other Customer Support Officers.
· Other ad-hoc tasks as and when required
Salary range £29k-£31k