Aftercare Support Handler/Travel Coordinator Pharmaceutical Location: Speke, Liverpool (hybrid working) Type: 12 month fixed term contract (mat cover) Hours: Monday – Thurs either 8:00-16:30 or 9-17:30 and Friday either 8:00-14:00 or 9:00-15:00 Our Client, a leading Pharmaceutical company are looking to recruit for a Aftercare/ Travel Coordinator to work at their state of the art facility in Liverpool; reporting to the Aftercare Support Manager this role will aspects of customer service, administration, planning and problem solving. A great role to get stuck into! The Role: * Case management of Support Cases from initial contact with a customer with through to completion. * Reviewing and raising customer Support Cases on the database for review by internal teams. * Problem solving customer issues by distributing Support tasks to relevant departments within the business, chasing responses and formulating solutions for customers. * Liaising with internal departments for short-term solutions and for long-term improvements. * Liaising with customers via phone, email, or Teams/Zoom regarding Support Cases. * Building relationships with customers whilst resolving complaints. * Organising support for customers dependent on their requirements: * Arranging warranty orders, including return of damaged goods. * Arranging conference calls between technical staff and customers. * Administering the Service Technician’s calendar with the Service Technician involved. * Linking travel arrangements for Service Technicians to Support Cases. * Liaising with customers, Service Technicians and Salespeople to make site arrangements. * Being a point of in-house contact for the Service Technicians * Creating and issue of Site Service Training certificates. * Managing Company travel requests, ensuring compliance with the Company Travel Policy. * Planning and booking travel, including flights, hotels, car hire etc. via travel platforms, agents or direct * Creating itineraries for travelers and helping with support documentation e.g. VISA’s * Record keeping & administration of company systems, i.e., managing the database, approvals, confirmations, cost etc., providing analysis where required. * Monitoring travel reports to ensure the welfare of our travelers, being a point of contact and reaching out to travelers with important information. The Person: * Proficient in Microsoft applications (Office, Word, Outlook etc) * Strong written and verbal communication skills, solid spoken and written English language essential. * Previous customer service experience essential. * Experience using a CRM system and/or ERP. * Strong organisational skills and can work on initiative