Customer Service Representative Commercial UK Team at
Maidenhead, United Kingdom
Job Descrption
Part of a team of customer services representatives, within CSL Seqirus Commercial UK NI; this role has the main objective to execute efficiently and professionally all business operations and customer services activities. This role is a critical Customer facing role requiring customer focus, clear communication skills, product knowledge, empathy, stress-resistance as well as versatility with operational systems. KPI is customers’ satisfaction and 100% compliance with all policies and procedures. This role will contribute to supporting the UK Commercial team in the achievement of the overall commercial operations objectives for the UK.
Responsibilities include:-
Adherence to Customer Service processes and procedures
Answering inbound customer calls courteously and professionally, dealing with each enquiry effectively and efficiently
Management of Customer Service Inbox, ensuring all emails are processed appropriately and promptly
Receiving and processing incoming customers’ orders and queries
Management of Customer Returns
Liaising with 3PL partners for Customer deliveries
Point of contact for external remote sales team with any order/query issues
Strong collaboration within Business Operations, Supply Chain QA, Supply Chain, Finance and UK Commercial Operations
Support customers with E-Commerce portal (Flu360)
Miscellaneous Customer Service duties as and when required
Using SAP Sales & Distribution model which will include input of SAP Master Data and Order Entry
Interfacing of Orders to 3PL partners for delivery to Customers
Creation of financial Credit and Debit notes in line with financial compliance
Develops knowledge in SAP, seek to improve SAP processes to enhance the customer experience.
Integrated approach of customer services activities with remote sales team and third party logistic center
Becomes Department Subject Matter Expert for designated business area
Provides Training to existing and new team members on area of expertise
Documentation of process and creation of Work Instructions
Collaboration with Key Stakeholders in process
Upload of documentation into EQMS
Ensuring all SOP and training are up to date in timely manner.
Creation of new customer accounts in line with established financial controls
Supports Credit Control Process in collaboration with Treasury Team to ensure Customer Credit limits are in line with order value
Process product technical complaints, adverse event and medical information calls, including keeping records and completing month end reports to Pharmacovigilance and complaint management teams
Follows established processes and procedures for systems
Works closely with Quality Team to be part of Change Control Process
Ensures all SAP transactions are carried out in a compliant manner
Involvement in CAPA’s and DR’s as applicable
Qualifications, Skills & Experience:-
Proficiency with Microsoft Office 365 & SAP
Fluent in English.
3-5 Years Customer Service Experience
Understanding of logistics and Customer Service environment
Excellent communication and collaboration skills
Excellent prioritisation, planning and organisational skills
Strong interpersonal and relationship building skills.
Clear verbal and written communication
Empathy and customer focus
Ability to deal with conflicting priorities and to deliver projects in line with deadlines.
Understanding of pharmaceutical industry a preference
Our Benefits
CSL Seqirus is committed to attracting and retaining world-class employees who are valued for their contributions to achieving business objectives. Learn more about some of the benefits you can participate in when you join CSL Seqirus.
About CSL Seqirus
CSL Seqirus is part of CSL Limited (ASX: CSL). As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. Learn more about CSL Seqirus.
We want Seqirus to reflect the world around us
As a global organisation with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL Seqirus.
Do work that matters at CSL Seqirus!
Watch our ‘On the Front Line’ video to learn more about CSL Seqirus
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