Customer Service Advisor

Customer Service Advisor

Salary £26,250 and benefits

Full time

Ethypharm is a European-based specialty pharmaceutical company with global reach and is a committed player in the treatment of pain, addiction and critical care. In the UK we are recognised as a key partner to both the NHS and the private hospital sector.

We are seeking to recruit a dynamic Customer Service Advisor who will responsible for making calls to customers and ensuring exemplary customer service and will also act as an interface with customers, ensuring that the company meets customer and legal requirements by providing agreed technical information within agreed parameters.

The Customer Service Advisor is also responsible for processing all incoming orders and queries from customers including all after sales issues which include delivery queries about damaged goods, incorrect product supply and delayed orders. Ensuring high levels of customer satisfaction at all times.

You will be responsible for ensuring all sales calls target/drive customers to order licensed and unlicensed products from Ethypharm UK improving compliance across the multiples and independent pharmacies, wholesalers, hospitals gaining new business where possible. The role holder will implement any launch initiatives as set by the Head of Commercial for new product launches.

Main Responsibilities & Duties

• Make outbound calls to customers to promote the benefits of Ethypharm UK’s product portfolio and service to both existing and new customers using specific key messages
• Drive compliance increase in existing multiple accounts by targeted calling
• Manage own customer accounts
• Contact and convert new independent retail pharmacies
• Liaise with other departments as necessary
• Liaise with Alloga regarding stock/deliveries
• Liaise with other departments as necessary
• To work as part of a wider team or independently where appropriate
• Provide information / support to other areas of the business when required
• Responsible for providing information, and data to all customers
• Maintains good knowledge of relevant governance, SOP’s, and ways of working
• Build relationships with customers over time through repeated and reliable contact
• Improve the contact rate within our customer base
• Ensure all team members communicate effectively and appropriately with customers
• Provision of medical and technical information in response to internal and external customer inquiries, including but not limited to contra-indications, availability, and side effects across our product range
• Responsible for correctly inputting all sales orders in a timely manner
• Confirm all hard copy orders with the relevant customer
• Provide customers with relevant information regarding their orders / enquires
• Make outbound calls when appropriate to make customers aware of any delays / issues
• Always ensure customer service excellence
• Effectively handle requests for new accounts and account amendments
• Ensure that telephone calls are answered in a timely fashion
• To act as an interface with customers
• Encourage sales lost from deleted back orders
• Run customer reports on a daily / weekly basis
• Work to ensure the teams targets are met by effective sales calls
• Monitor and record uptake of services offered and targeted as a result of the sales calls
• Work to ensure own targets are met by effective sales calls using the trackers to target stores
• Updating monthly product price lists
• Work to ensure the organisational teams targets are met by building effective customer relationships
• Receive and deal with queries regarding credit control issues and redirect where necessary
• Ensure customer preference on short-dated stock is always adhered to reduce customer complaints/credits
• Follow supplied scripts to ensure consistent messaging across the customer base
• Ensure pre-call preparation is completed to ensure effective targeting of customers
• Record results of calling clearly and in full within the Call Records system to ensure continuity of contact across the Sales Force
• Ensure completion of any post-call follow-up as required
• Ensure the team all follow relevant company processes to ensure excellence in contacting our customer base
• Ensuring adherence to SOPs for adverse events
• Process requests for Certificates of Analysis / Conformity
• Understand the company strategy and be able to communicate externally as required
• Gather and communicate customer, competitor, and market information to the organization
• Develop and maintain excellent product knowledge
• Ensure that both internal and external telephone calls are answered in a timely fashion
• Work closely with all other relevant departments to ensure any queries are followed up in a timely fashion
• Work closely with the Commercial sales team to pass over leads for follow-up in the field
• Work effectively with internal colleagues including management, Sales, Marketing and Credit Control
• Responsible for contributing to a positive, can-do working environment
• Communicate effectively with internal and external customers
• Respond quickly to all internal/external customer requests and feedback
• Excellent relationship building both with internal and external customers
• Completion of any enquiries regarding customer stock holdings enquiries

Additional Responsibilities

• Demonstrate a desire for further training and development
• Provide information / support to other areas of the business when required
• Have monthly 1:1 meeting with your manager
• Embraces change and adaptable to selling new products in different therapy areas/pillars
• Ensure the Commercial Managers are aware of any issues a customer has experienced to ensure consistent contact across the organisation
• Develop strong working relationships with all key personnel within the Commercial function and all associated contacts within the organisation
• Processing monthly rebates
• Updating the Drug Tariff
• Conduct ad-hoc Market Research

Why join Ethypharm?

• We offer attractive rewards, employment and training opportunities to enable you to develop your career
• We are a large international multi-cultural team
• We foster an agile and entrepreneurial exciting work environment
• Our employees are trusted and rewarded for their talent, their positive mindset and their capacity to collaborate
• Kindness and mutual respect form the basis of our personal relationships

If this sounds like a role that interests you, please send us your CV together with your contact details by clicking the “Apply” button on this page.

We look forward to hearing from you.