customer relations East Kilbride, Scotland
Job description
The Target Healthcare Group is a niche pharmaceutical developer, manufacturer and supplier to the retail pharmacy, hospital, pharmaceutical wholesaler, and homecare markets.
Within the Group, Quantum Pharmaceutical is the UK's leading manufacturer and supplier of unlicensed medicines and hard-to-source products. We offer an unrivalled product range, backed by expert knowledge and exceptional customer service. Throughout the UK the Group employs close to 300 including pharmacists, skilled technicians, HR, IT, procurement, warehouse, and customer services staff.
Our 'non-sterile' manufacturing division make a range of licensed and unlicensed medicinal products - from creams and ointments to suspensions and solutions. We're looking to add a Customer Service Assistant to this busy and fast-paced team.
The role: The Customer Service Assistant is responsible for responding to orders and queries over the phone, email and on-line. They will provide information on medicines and product sourcing to customers and colleagues, support Account Managers and Business Development Managers in providing up to date information and keep client records accurate.
As a Customer Service Assistant your responsibilities will include, though will not be limited to:
- Processing orders received for unlicensed medicines via telephone, email, or the online web order portal.
- Creating sales orders and order confirmations on the ERP system.
- Processing customer orders on the electronic manufacturing system for the Luton site.
- Ensuring all orders are processed as written orders confirmed by the customer that the product has been ordered in accordance with Regulation 167 of the Human Medicines Regulations 2012.
- Compiling the required documentation for the picking and delivery of the order.
- Informing the Warehouse staff of new orders.
- Phoning relevant ‘specials’ suppliers regarding customer queries to source new items at the best price and lead time for the customer.
- Creating purchase orders for unlicensed medicines to be supplied.
- Corresponding with sales representatives to discuss customer queries and account information.
- Assisting pharmacies with relevant pricing for new products to request authorisation from the Health Board.
- Recording any customer complaints received and forward the information to the Quality Assurance department for investigation.
As with all Group employees, you'll also be asked to:
- Ensure the work you do is of a high standard and that Group procedures and policies are followed.
- Act as an ambassador for the business, presenting the Group in a positive way with clients, customers, and colleagues.
- Work flexibly and efficiently to meet customer needs, whilst maintaining the highest possible professional standards.
- Always maintain confidentiality and security.
To be successful in this role, you should be able to demonstrate:
- Excellent customer service and interpersonal skills.
- Demonstrable organisational skills.
- IT proficiency.
- The ability to work methodically and accurately process information.
- The ability to work effectively under pressure.
- Secondary school education in Maths and English (desirable).
- Experience with stock management software (desirable).
- Experience working in a regulated environment (desirable).
- A strong work ethic.
- To be honest, reliable and dedicated.
- A supportive nature - and good team-playing mentality.
- Being capable of working towards KPIs.
- Excellent communication skills.
- The ability to work at pace and in a high-pressured environment.
Hours of work for this role are Monday – Friday, 09.00 – 18.00
