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Sandwich

    Customer Service and Order Entry - Sandwich, United Kingdom - Workday

    Workday
    Workday Sandwich, United Kingdom

    Found in: Talent UK 2 C2 - 7 hours ago

    Workday background
    Description

    ROLE PURPOSE

    • Receive a high volume of inbound telephone calls from Healthcare Professionals using a headset.

    • Accurate and timely order entry processing into SAP system.

    • Accurately log all communication in the Pforce Call Logging system.

    • Monitoring of daily inbox to retrieve and process orders accurately.

    • Delivery query resolution with Logistics Service Provider.

    • Ability to update reports accurately.

    Key Accountabilities

    Customer Service:

    • Ability to answer a high volume of inbound telephone calls

    Customer Order Management

    • Be robust and accurate in receiving, editing and entering orders into Pfizer's sales order processing system, after validating order quantities against necessary reports

    • Be robust and accurate in receiving, editing and entering Emergency customer orders into order system.

    • Undertake training to comply with SOX compliance

    • Raise credits, debits and returns where necessary

    Problem-solving:

    • Redirect customer issues to relevant internal/external experts to ensure timely resolution to customer needs
    Promptness and courteousness in receiving and dealing with customer queries/complaints
    Ability to resolve customer queries through digital channels using correct templates and language.
    Spot checks from Manager for training and development adhering to SOX compliance

    Performance Measures

    • Accuracy and timeliness for order management

    • Appropriate and proactive customer feedback

    • Expedite resolution of any order or delivery issues

    • Proactive communication internally to resolve issues

    • Feedback on satisfaction level from customers

    • Quality and timeliness of information

    • Understanding of customers' particular requirements

    • Professionalism in dealing with customers

    • Log all customer conversations in the Pforce CS call logging system.

    • Timeliness in order completion

    • Ability to work to tight timelines to ensure correct financial and inventory recognition

    • Ensure SOX compliant month end close.

    • Adhere to Data Protection requirements in all activities

    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 and digital.

    • Computer literate with experience of working with a range of software/SAP systems

    • Ability to work with accuracy under pressure

    • Excellent communication skills, both verbal and written

    • Excellent interpersonal skills

    • Able to work in a dynamic and multi-tasking environment

    • A flexible approach

    • Typing skills to accurately record order information.

    • Able to answer queries through various incoming channels (telephone/webchat/letter/email)

    • Strong team ethos & able to establish effective working relationships with cross-functional colleagues and customers at all levels

    • Well organised and able to work accurately to tight deadlines within a pressured environment

    ORGANISATIONAL CONTEXT

    • Reporting to the SOMCET Manager, working individually and within a team environment.

    • Support the SOMCET Manager to ensure the provision of a full effective One Pfizer service to customers, both internal and external.

    • Ensure all daily operations, activities and targets are met and 100% compliant

    Direct Reports: None

    Reports To: SOMCET Manager

    Core Competencies

    Demonstrates Business Acumen
    Customer Focus
    Computer Literate
    Data Management
    Acts Decisively
    Seizes Accountability
    Self-Awareness

    Purpose

    Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.

    Digital Transformation Strategy

    One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.

    Flexibility

    We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let's start the conversation

    Equal Employment Opportunity

    We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.

    DisAbility Confident

    We are proud to be a Disability Confident Employer and we encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments necessary to support your application and future career. Our mission is unleashing the power of our people, especially those with unique superpowers. Your journey with Pfizer starts here

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