Customer Service Representative

PE Global is currently recruiting for a Customer Service Representative for a leading multi-national Healthcare client based in Stockport.

This is an initial 6 month contract with possibility of extension.

This role is part of the Customer Services team operating as the first point of contact within the Compounding Unit for customers. Provides a high level of service to customers in partnership with the Pharmacy Sales Team and the Unit Staff. Provides technical knowledge and manages workflow in line with Manufacturing Licence and Quality System requirements.

Role:

• Implementation and feedback of Customer Service Level Agreements
• Monitoring performance of host hospitals and unit to agreed standards; communicating and taking action as necessary
• Responding to, tracking and upwards communication of fluctuations in customer ordering
• Regular communication with Sales Specialists and customers
• Building internal and external relationships
• Quantitive reporting
• Communication at all levels of unit and hospital performance
• Process improvements in response to unit and hospital performance
• Monitoring and meeting customer service levels including KPIs
• Strong customer relationships
• Understanding the needs of the customer
• Data entry of orders on Merlin
• Maintain customer files on Merlin
• Booking of couriers for product shipping
• Respond to hospitals on hold/off hold system
• Filing and archiving of quality records
• Purchasing of office equipment
• Timely and accurate order entry
• Non-conformances
• Accurate customer files
• Timely delivery of product to customers
• Customer feedback
• Timely response to off hold requests
• Traceability of archived records
• Cost effective management of office supplies
• Planning and managing daily workload
• Accountable for Service quality
• Managing unplanned business opportunities and fluctuations of ordering on a day to day basis
• Feedback on customer service activities to Customer Service Team Leader/Supervisor
• Improvements in time, cost and quality
• Non-conformance Reporting
• Product quality, EHS, service, facilities management, adverse events etc
• Communication of critical issues to Unit Management Team
• 100% completion of any non-conformance reporting
• Creative thinking to overcome issues
• Consideration of MHRA and quality requirements
• Escalation of critical issues
• Environment, Health & Safety within Production
• Ensuring that the unit is operating in line with the EHS policy

Requirements:

• Maths and English O levels or equivalent
  BTEC qualification is an advantage
• Background in customer services or aseptic compounding.
• Basic Windows & Office
• Is dedicated to meeting the expectations and requirements of internal and external customers
• Acts with customers in mind
• Establishes and maintains effective relationships with customers and gains their trust and respect.
• Gets first-hand customer information and uses it for improvements in products and services
• Ability to communicate clearly and effectively in a timely manner with all members of the unit and customers
• Good telephone manner
• Ability to communicate errors through constructive feedback
• Ability to complete records accurately and with sufficient detail using Good Documentation Practice
• To demonstrate technical knowledge
• Ability to give sound advice taking in to account the wider implications
• To maintain technical knowledge
• To be a willing and active member of the compounding team
• To understand the roles and responsibilities within the unit
• Ability to read, interpret and transcribe data accurately
• Follow processes and procedures accurately and to completion
• Ability to detect error
• Regard for handling hazardous materials
• Regard for equipment
• Ability to interpret and convert units of measure for weights, volumes and time
• Ability to learn and retain new processes

Interested candidates should submit an updated CV.

Please click the link below to apply or alternatively send an up to date CV to Jennifer.horgan@peglobal.net

***Please note our client cannot assist with any visa sponsorship and candidates must have the correct visa to live and work in UK***