Position: Customer Service Agent (6 Month Contract)
Location/Department: Uniphar Group Customer Service
Reporting to: Customer Service Team Leader
We are currently recruiting for a Customer Service Agent within Uniphar Group, Supply Chain and Retail Division.
Objective
We are looking for a highly motivated, professional customer service agent, with a track record in customer support. The candidate should be capable of managing customer calls, order management and successful resolution of customer queries.
The successful candidate should be able to provide input and suggestions for improving practices and processes within the team, to enable excellent customer service and satisfaction at all times.
MAIN DUTIES & RESPONSIBILITIES
Order processing, including Telephone, Email, Fax Orders, including Reps Orders, Credits and Debits
Advise customers of current Uniphar Group product availability, and order delivery schedules
Resolve product or service queries by logging the customer's query, selecting the best solution type to solve the problem and following up to ensure the resolution is in place and communicated to the customer
Use our CRM tool (BCT) to record, resolve and enhance the customer experience
Assist Customer’s with queries regarding their financial accounts
Highlight any delays in processes or orders to your Team Leader or Manager
Ensure accuracy at all times, minimising the impact of error
Operate at all times in a proactive manner complying with Company set procedures
Achieve Weekly and Monthly KPI’s by delivering agreed targets as set by your Team Leader and Manager
Contribute towards department objectives in line with the overall business strategy
Ad hoc duties as directed by Team Leader and Manager
QUALIFICATION, EXPERIENCE AND SKILLS REQUIRED
SAP and CRM Experience
Proficient in Microsoft Office Applications
Market and product knowledge is an advantage
Proactive, analytical and pragmatic approach to problem solving
Able to work in a fast-paced environment
Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
Demonstrate strong interpersonal skills, written and oral communication skills
COMPETENCIES
An understanding of commercial supply chains an advantage – how products move from Manufacturers to Pre-wholesalers, to Wholesalers and eventually to end customers and the process steps in between.
A genuine team player, who enjoys helping customers and working with multiple business teams.
Excellent telephone manner and communication skills essential
Excellent time management skills
Uniphar Background
Uniphar Group is a rapidly expanding diversified healthcare services business with a global footprint and a proud heritage in Ireland. Since Uniphar became a publicly listed company in 2019, the Group has grown organically and through a series of strategic acquisitions, which continue to strengthen Uniphar’s international reach. With a workforce of more than 3,000 spread across Ireland, United Kingdom, Mainland Europe, MENA and the USA, Uniphar is a trusted global partner to pharma and medtech manufacturers, working to improve patient access to medicines and treatments around the world.
Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our expert teams. Uniphar is organised into three key divisions: Uniphar Supply Chain & Retail, Uniphar Medtech and Uniphar Pharma
Please note that Uniphar is an equal-opportunity employer; we do not discriminate and welcome all responses.
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