Tower Cold Chain supports the global pharmaceutical and life science industries delivering lifesaving temperature controlled shipments. Our uniquely innovative containers maintain the cold chain, preventing shipments being spoiled or delayed, and delivering temperature sensitive products to patients on time and to help save lives.
We have experienced significant growth over the past 2 years and are looking for new team members to help us continue that growth.

SKILLS & ATTRIBUTES:

• Strong organisational skills and attention to detail.
• Excellent communication skills, both written and verbal.
• IT literacy, including proficiency in Microsoft 365 (Outlook, Excel, Word, PowerPoint).
• Ability to prioritise tasks effectively in a fast-paced environment.
• Problem-solving mindset with a focus on delivering timely solutions.

EDUCATION & EXPERIENCE:

• Minimum of 5 GCSEs (or equivalent), including English and Maths.
• Previous experience in a Client Services, service, or administrative role is advantageous.
  Please note that we are not able to sponsor employment visas at this time and therefore can only accept applications from people who have employment rights in the UK.
  Tower Cold Chain is committed to Equal Opportunities in employment and service delivery. The policies and practices of the Company aim to promote an environment that is free from all forms of unlawful and unfair discrimination and values the diversity of all people.
  We offer £Competitive +Bonus and Benefits.

THIS ROLE WILL OFFER YOU

• A role within a company in a hyper growth period where you will enjoy working in a rapidly evolving environment
• An excellent development plan with many career paths
• Opportunity to join a company committed to training and development to ensure you are always meeting your career objectives
• An opportunity for someone looking to get into the pharmaceutical/supply chain industry
• To work in brand-new office space with state-of-the-art new labs and warehouse
• Exposure to senior upper management working cross-functionally
  We are recruiting for an enthusiastic Client Services Coordinator within the Client Services department to support the Internal Key Account Manager (IKAM), by managing customer enquiries, processing orders, and ensuring a seamless customer experience. You will also assist in preparing information for customer reviews, provide feedback to the product team, and help manage the sales pipeline. Your contributions will directly support our mission of delivering temperature-controlled solutions for the global pharmaceutical and life sciences industries.

KEY RESPONSIBILITIES

• Customer Relationship Support:
• Act as the first point of contact for customer enquiries, ensuring a professional and timely response.
• Collaborate with the IKAM to address customer needs and escalate complex issues appropriately.
• Maintain accurate and detailed records of all client interactions in the CRM system.
• Assist in preparing information for customer reviews, including performance metrics and service feedback.
• Order Processing:
• Accurately process sales orders in line with company policies.
• Coordinate with Finance and Operations to ensure timely invoicing and delivery.
• Assist in managing service desk tickets, ensuring accurate logging and resolution of customer issues.
• Sales Pipeline Support:
• Gain an understanding of the sales pipeline (account development plan) to assist the IKAM in achieving growth targets.
• Track progress of orders and follow up on pending actions to support pipeline health.
• Product Feedback:
• Collect and relay customer feedback to the product team to support continuous improvement.
• Assist in documenting common customer challenges and suggesting enhancements based on feedback.
• Pricing and Quoting:
• Prepare quotes using pricing guides and report any anomalies to the IKAM.
• Support standardisation of pricing by maintaining accurate records of exceptions and special cases.
• Data Management and Reporting:
• Ensure CRM data accuracy for reporting and KPI tracking.
• Assist in preparing monthly reports on customer satisfaction, service performance, and order processing accuracy.