We welcome applications from individuals based within a commutable distance to our Burton-On-Trent, Staffordshire or Weybridge, Surrey offices.

Key Responsibilities:

Self-Managed with ability to self-check work whilst handling a range of customer contact within a customer service environment, using knowledge and skills gained through training to provide our customers with an outstanding level of service in an efficient and effective manner. Customer contact is referencing, but not exclusive to, in and outbound telephone calls, emails, faxes and any digital platform related activity required to support our customers. An Account Executive will be trained on a range of systems related to support our service offering and will be required to showcase a professional and polished service whilst utilising these systems. A flexible approach is required as services may be subject to change. Expectation to deliver world class support and guidance to a range of global customers within the Customer Service department through:

Order and enquiry handling:

Within set SLA’s, and referencing the relevant internal reference instructions, process customer orders and enquiries accurately, efficiently in full through to completion to deliver the right drug, to the right patient, at the right time
Adhere to set regulatory, legislative, and compliance-based SOP’s whilst handling customer data and in accordance with Clinigen processes
Process quotations and product sourcing enquiries in line with training and reference documents for respective regions
Keep up to date with Standard Operating Procedures to ensure order and enquiry handling compliance
Log any compliance-based enquiries in the Quality system as per SOP (excursion of stock, complaints, non-conformances etc.)
Develop relationships with our customers to deal with enquiries first time and in full, where possible. Soft skill communication is clear and apparent at all times

Training and Process:

Complete an ‘onboarding’ training program specific to your Customer Services role and upon further experience, assist to deliver this training to new starters
Ensure familiarisation and confidence in using all systems and processes within the Customer Services department in line with our departmental training hub and reference documents
Input in improving customer experience by communicating any process constraints or improvement activity ideas
Expectation to attend all compliance-based refresher training programs set by the Training Manager
Provide constructive feedback to Clinigen using the Peakon system to showcase our expertise and to help be the voice of our customers
Comply with all internal practices and SOPs. Customer Service authored SOPs should be well known
Strive to achieve personal objectives set by line manager and relevant departmental KPIs and attend regular check ins with your line manager to record these in the company appraisal portal
Develop and maintain an understanding of all relevant Clinigen and client products to support our customer needs
Familiarise yourself with internal colleagues’ processes to ensure a collaborative nature in our exchanges

Customer Relationship & Support:

Respond to inbound calls, emails and faxes consistently meeting and maintaining the department KPIs ensuring that response times for the customer does not fall outside of SLA
Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer’s needs
Make outbound calls to our customers to support strategic projects or for a business requirement
Ability to de-escalate calls and emails in an effective manner and know when to escalate to senior team members for resolution support
Build long-term and ongoing external customer relationships through effective communication and interpersonal skills to ensure repeat business opportunity
Collaborate with internal Clinigen Teams to ensure the customers account is compliant and created according to their needs i.e., online access
Develop and maintain effective long-term working relationships with all internal customers and support functions within the business to aid customer management
Ability to communicate and engage with a high level of professionalism and flexibility to adapt to our customers demands as per language and cultural requirement
Support the customer needs in line with departmental KPIs
When appropriate, promote Clinigen Direct and encourage customers to process their own orders through the digital platformEnsure that complaints and non-conformances are captured in line with our SOP’s and corrective actions are
implemented promptly to ensure customer relationship is maintained. Awareness to escalate when required.
Work in a flexible manner to assist and support other areas of the Customer Service department and customers as and when necessary

Additional duties:

The list of duties is not intended to be exhaustive but gives a general indication of the tasks involved. It is the nature of the company that tasks and responsibilities are, in many circumstances, unpredictable and varied. All employees are, therefore, expected to work in a flexible way when the occasion arises and acknowledge that tasks not specifically covered in their job description are not excluded.

Fluent Language ability (both written and verbal) for assigned region(s). Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums
Educated to a minimum of GCSE and or equivalent regional qualification
Demonstrable experience of working in a Customer service environment
Excellent communication skills with a customer centric focus
Ability to multitask with ensuring great organisational skills
Adaptable and dynamic approach to ensure the role mimics developing industry trends and technological developments
Good working knowledge of all Microsoft Office packages. Oracle system and digital experience a distinct advantage
Potential experience in a Customs environment.

27 days holiday plus 8 bank holidays
Pension contributions 4.5% matched
Life assurance 4 x annual salary
Flexible Benefits Platform with £25/month Company contribution
Annual salary review
Independent financial advice service
Enhanced Employee Assistance Programme
Shopping discounts with retailers
Long service awards
Recognition scheme & employee of the year awards

Clinigen

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