Customer Service Advisor

St. Helens, Merseyside
Movianto

Purpose of the roleResponsible for proactively resolving Customer Services queries from a select portfolio of Key Accounts. You will receive queries via telephone and email which must be logged, investigated and resolved as quickly and efficiently as possible. Liaising with Clients & Customers you will investigate and identify the root cause of any Service failures ensuring that service is resumed as soon as possible. Working closely with the Internal Key Account Manager and your wider team you will be the voice of the Customer and have a passion for exceeding expectations. You will record all communication on the company CRM system to ensure we have full traceability of any Customer Service Query. Due to the nature of the services provided by Movianto UK, resolution times are critical to ensure that Patients are not adversely affected by service delays or failures.

Key Responsibilities

• Be the initial point of contact for Customer Service queries received by telephone and email, recording all required information correctly on Sunrise CRM.
• Taking full ownership of queries from start to finish you will investigate and resolve Customer Service queries, such as Late deliveries, Damaged deliveries, Temperature excursions, Delivery ETA’s & Shortages etc.
• Fully accountable for updating Clients on query updates and ensuring that Client are aware of the investigation status and its progress.
• Liaise with Warehouse & Transport teams to investigate the root cause of any service failures, identifying preventative and correct actions.
• Record and process Goods Uplift/Returns requests and liaise with the Client/Customer as required.
• Liaise with Clients and Customers in a courteous & professional manner, keeping them updated throughout the query and realigning their expectations when required.
• Proactively manage all open Incidents ensuring that they are closed as quickly as possible in line with Customer and Movianto SLA’s.
• Support the Internal Key Account Manager, providing information when required.
• Process Order Upgrade Requests and ensure that the correct party is billed for the additional cost.
• Log all Adverse Drug Reaction/Product Complaints, forwarding them on to relevant individuals and departments.
• Log and process Customer complaints in line with the complaints procedure.
• Monitor Critical Consignment deliveries reporting all required information to the Clients as required.
• Maintain administration, filing & Client specific KPI’s
• When required attend internal and external Customer conference calls/meetings to discuss Customer Service issues.
• Actively participate in process improvement projects, contributing and assisting the Internal Key Account Manager.
• Identify and escalate any potential financial loss issue within the business.
• To ensure all applicable Company Quality procedures are followed at all times.
• To undertake any reasonable request that may be required from the business

Experience/Skills RequiredEssential

• Previous Customer Service experience ideally in a B2B Customer Service team
• Able to carry out investigations to identify root cause analysis of any service failures
• Good communication skills both verbally and in writing
• A professional and courteous telephone manner
• Competent in the use of Microsoft packages with strong typing skills
• Able to work under pressure and to strict deadlines
• Able to work effectively as a team or individually
• Excellent organisational skills with the ability to prioritise workload
• Good attention to detail
• Strong accuracy and data entry skills
• Passionate about good Customer Service

Desirable:

• Ability to identify preventative & corrective actions
• Trend analysis of service failures
• Working knowledge of Movianto UK SOP’s
• Ability to influence Customer both internally and externally

Movianto / Walden Group is an equal opportunity employer. All tasks must be carried out in compliance with the company and country legislation and practices, health and safety at work and environment guidelines relevant to the market in which the role is operational in. Please note the list above is not exhaustive and we expect the post holder to be flexible within the framework of the job definition. Movianto / Walden Group seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. Movianto / Walden Group apply all relevant Data Protection laws when processing your Personal Data. If you choose to apply to this opportunity and share your CV or other personal information with Movianto/ Walden Group, these details will be held by us in accordance with our privacy policy used by our team to contact you regarding this or other relevant opportunities at Movianto/ Walden Group.

Location: HaydockFull Time: Permanent, Full timeLocation: HaydockSalary: £25,000

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