Customer Master Data Representative – Customer Services
Duration: 12 months
Pay: £20/hour
Location: Walton Oaks, Tadworth
ROLE PURPOSE
This is a critical role within the Customer Account and Supply Management team, a part of the Global Supply Chain (GSC). The GSC platform partners and collaborates with both internal and external stakeholders in order to keep abreast of the ever-changing healthcare environment. This exciting role will be working with the Customer Account &
Supply Management Manager to continually adapt and evolve approaches to ensure that our medicines reach patients when and where they need them.
Colleagues in this role provide customer account management to approximately 21,000 customers, including account validation management (“customer qualification”), customer master data maintenance in SAP, and excellence in the associated customer service activities.
Working with key stakeholders, they ensure that our policies and processes are compliantly implemented in line with relevant guidance and legislation. They act as subject matter experts, advising the organisation on how our Customer Validation & Master Data activities can be aligned to the constantly evolving external environment, hence helping to ensure that our medicines are accessible to the healthcare professionals and patients who need them. Taking a proactively flexible approach to workload planning and prioritisation, they provide a first-class service to both external customers and internal stakeholders.
Key Accountabilities
Customer Account Set-up & Data Maintenance
* In line with SOPs, use daily updates from service partners to identify new account requests and updates to existing accounts. Validate these requests and then make appropriate changes to customer account records in our SAP ERP system. Liaise with customers when requiring additional information regarding their account and trading.
* Performance Measures - Most updates processed by the next working day after notification of requests from service partners. Some updates may exceptionally take longer, dependent on the volume and complexity involved.
* Resolve both internal and external queries about customers’ account master data, working with service partners and colleagues in the Sales Order Management and Customer Excellence team as required.
* Keep records of incoming customer queries / ad hoc requests. Take the initiative in working towards prompt and compliant resolution, with the aim of achieving and enhancing customer satisfaction.
SKILLS, KNOWLEDGE, QUALIFICATIONS, EXPERIENCE
* Secondary education level, including GCSE or equivalent in maths and English.
* Customer service experience in handling challenging customer queries and complaints via telephone.
* Preferred business to business experience.
* • Good level of general IT skills, including MS Office. Experience of working with SAP an advantage.
* Ability to work with accuracy under pressure.
* Ability to make informed decisions
* Excellent communication skills, both verbal and written.
* Excellent interpersonal skills.
* Able to work in a dynamic and multi-tasking environment.
* Ability to analyse data.