Customer Retention & Trade Advisor

This role is to support Respond Prescription Dispensing Team and Eakin Trade Team. You will contribute towards the success of the business by going above and beyond to meet our customers' expectations and fulfilling their needs in a safe and timely manner. Reporting to the Care Centre Manager at our office in Cardiff, this Customer Retention & Trade Advisor is to ensure all customer orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations.

In this role, you will connect directly with individual patient customers through the Respond Prescription Dispensing Team as well as trade and business customers through the Eakin Trade Team. Your time will be scheduled by the Senior Advisors of both teams in accordance with business requirements., Inbound Customer Contact

• To answer, action and respond to customer contact received by telephone, e-mail, website, and letter in a professional and timely manner
• To resolve any customer queries regarding product delivery
• To maintain excellent product knowledge and to answer all enquiries regarding products
• To identify opportunities to increase sales

• To contact customers monthly to ensure orders are confirmed and placed as needed.

• Regularly review the status of courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer's satisfaction
• Keeping customers informed with regards to the status of their orders e.g backorders

• Responsible for accurately inputting data to create new customer accounts in accordance with procedures
• To ensure all records are accurate and kept up-to-date
• Taking credit card payments and liaising with the accounts department

• Ensure complaints relating to all areas of our business are dealt with efficiently and effectively, ensuring total customer satisfaction
• Reporting all issues that hinder the delivery of excellent customer service to the Customer Experience Manager

• Process prescriptions in a timely manner, ensuring the prescriptions are endorsed accurately
• Prepare prescriptions for payment, completing required administration accurately

• To liaise with Territory Managers regarding Stoma Care Nurse stock box request
• To be the point of contact for interdepartmental requests and to action those requests in a timely manner e.g. Warehouse, Accounts

• Easily builds rapport, demonstrates empathy and builds relationships
• The ability to handle queries professionally and efficiently with sensitivity.
• Experience of using own initiative to exceed targets
• Knowledge of Microsoft packages, such as Word and Excel
• Attention to detail and accuracy in recording data
• Ability to demonstrate excellent written, spoken and listening communications skills
• Friendly personality with a 'can-do' attitude

• Previous experience in the healthcare sector
• Experience of promoting products and services to existing and potential customers, Customer Focus
• Building strong customer relationships and delivering customer-centric solutions. Manages Complexity Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Drives Results Consistently achieving results, even under tough circumstances. Collaborates Building partnerships and working collaboratively with others to meet shared objectives. Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  
  Instils Trust Gaining the confidence and trust of others through honesty, integrity, and authenticity. Nimble Learning Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder. Being Resilient Rebounding from setbacks and adversity when facing difficult situations.

At Eakin Healthcare, care is at the heart of everything we do. We are a family-owned global medical device company driven by a simple vision:
Where Care Leads, Hope Follows. For more than 50 years, we've been developing innovative healthcare solutions that make a meaningful difference to the lives of patients around the world. Today, our team of over 700 colleagues operates across three UK manufacturing sites, 12…