Customer Services Advisor

at  Mawdsleys

ROLE OVERVIEW

This is a fast-paced, telephone-based environment providing a positive, proactive, and reactive customer experience to customers, clients and suppliers (NHS leads, Hospital procurement teams, Pharmacy staff, manufacturers, distributors, internal and third-party logistics), strictly following MHRA regulations and GDP activity.
Problem solving, query handling and data input form the basis of this role, requiring a team member with a “hands-on” approach, who has accurate attention-to-detail skills and who strives to fully complete tasks to the highest level.

DUTIES & RESPONSIBILITIES

• Providing excellent customer service to secondary care providers nationwide;
• Proactive account management supporting to our Regional Hospital account management team to maintain and improve customer experience and satisfaction;
• Processing and management of incoming customer orders;
• Efficient prompt attention directed to, and resolutions sought, for inbound enquiries;
• Goods receipt processing, liaising with suppliers regarding identified discrepancies – working closely with internal procurement teams to ensure continuity of supply;
• Generating and proof-checking Goods received reports;
• Developing and maintaining relationships with Hospital procurement teams, and providing daily information on existing orders;
• Quality management activity, dealing with service complaints;
• Establishing and maintaining communication between different departments, depots and companies;
• Ensuring all relevant SOPs are followed.