Customer Services Advisor - Trade - Cardiff
Customer Service Advisor - Trade
Location: Cardiff, CF14 5WF.
Package:
- Salary – £17,747.00 gross per annum.
- Potential £750 - Time and attendance bonus.
- Pension
- Holiday
Hours of work:
- 37.5 hours per week between the hours of 8.00am – 5.00pm Monday to Friday as required to meet the needs of the business, with a 30-minute unpaid lunch break.
- Working one Saturday between the hours of 8.30am and 12.30pm. This will be on a rota basis.
Objective:
This role is to provide the best possible customer service to our customers, contributing towards the success of the business by achieving our customers' expectations and fulfilling their needs in a timely manner.
Responsibilities:
Customer Services – Distribution
- Ensuring B2B, NHS, Wholesalers and DAC orders are processed accurately and within the relevant timescales.
- Ensuring that the Goods Return policies, procedures and paperwork are adhered to.
- Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively ensuring total customer satisfaction.
Home Delivery Service (HDS)
- Taking telephone orders from both end users and health care professionals.
- Processing and dispensing of patient prescription orders in accordance with the Clinical Governance and Part IX Regulations.
- Ensuring the operation runs smoothly and all aspects of our Service Level Agreement are followed.
- Prescriptions, including electronic prescriptions where applicable, are requested and received promptly and processed accurately. Ensuring that outstanding prescriptions are chased within the agreed timescales.
- Number of prescriptions not received are kept to a minimum, and all write-offs are reported on. Orders of high value that require writing off are escalated to your line manager for authorisation.
- Regular orders are promoted and monitored to maximise customer loyalty.
- New patient information is processed accurately and first orders are dispensed within agreed timescales.
- Monitoring back orders and ensuring all parties are kept informed and alternatives are offered where appropriate.
- Obtaining verbal permission from GP surgeries where urgent orders are needed and following the urgent order process.
- Ensuring annual garment order letters are sent to ensure maximum repeat business where possible.
- Accurately selecting products where necessary for customers.
- Offering product and/or service advice.
- Keying and endorsing prescriptions so they can be submitted to the PPA for payment.
- Working within the Data Protection Act 1998 by ensuring that confidential data is not disclosed to third parties.
- Checking Courier manifest and liaising with courier to ensure parcels are delivered in expected timescale. Arranging redelivery and upgrades if necessary.
Training
- Trained to the level of competency required in order to perform their Home Delivery Service duties, e.g. BHTA Stoma and the IG regulations followed.
- Customer data is maintained accurately and kept up to date and relevant.
Retaining and Generating Business
- Ensuring new patients are contacted a week after delivery to confirm ongoing ordering pattern.
- Product samples are accurately processed within agreed timescales.
- Product samples sent out are followed up on, discussing with the customer the suitability of the product to maximise sales.
- Completing the patient retention report to ensure all customers are contacted after 8 weeks of not ordering.
Clinical Governance
- Orders dispensed without prescriptions are monitored and adherence to the emergency prescription process is managed in accordance with Part IX regulations.
Customer Complaints
- Responding appropriately and sincerely to all customer complaints, and escalating customer service complaints to the Team Leader where appropriate.
- Complete non-conformance form so any trends can be determined.
- Reporting all issues that hinder the delivery of excellent Customer Service to the Team Leader.
Inter-departmental working
- Liaising with internal departments, including Respond Customer Support Centres, Sales Team and Nursing Team, maintaining excellent interdepartmental working relationships, sharing best practice.
B2B
- Responsible for accurately inputting data to create new accounts in accordance with procedures.
- To process orders quickly to ensure swift delivery of products.
- To ensure product records are accurate and prices are kept up-to-date.
- To inform customers of any changes in prices in a timely manner.
- To ensure customer accounts are maintained accurately, including delivery addresses and relevant discounts.
- Monitoring account credit reports and liaising with the Account department.
- To liaise with Territory Managers regarding Stoma Care Nurse stock box requests.
- To be the contact point for interdepartmental requests and to action those requests in a timely manner (eg Warehouse / Production / Accounts).
- To resolve any B2B customer queries.
Other Duties
- To attend training courses for continued progression within the role.
- Any other duties as required.
Preferred Skills
- Excellent Customer Service / Sales background.
- Flexible attitude.
- Excellent telephone etiquette.
- PC Literate.
Personal Attributes
- Excellent interpersonal skills.
- Compassionate personality.
- Caring and able to build a lasting rapport with our customers.
- Ability to think on your feet quickly.
Applications
If you wish to apply for the position, please submit your CV online today no later than 1st September 2017.