Customer Service Representative - Stockport, United Kingdom - PE Global

PE Global

Verified Company

Stockport, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 technicalknowledge 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
Nonconformances
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
Nonconformance Reporting
Product quality, EHS, service, facilities management, adverse events etc
Communication of critical issues to Unit Management Team
100% completion of any nonconformance 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 firsthand 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