Customer Support Administrator

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Job Description

Job Title: Customer Support Administrator

Department: Section 1

Location: Newcastle

Reports To: Warehouse Operations Manager

Job Purpose:

The Customer support administrator will interact with Alliance Healthcare customer services and will be responsible for answering questions, solving problems, handling complaints, taking orders and promoting products and services.

Key Accountabilities

All staff are expected to understand the principles of Good Distribution Practice of Medicinal products for Human use (2013/C 68/01) which is reflected in our SOP –  1 AHDL GDP 1.1. It will be a requirement for all staff to be trained in this SOP and have an annual refresher. All other GDP training will be job specific and as per your personal training matrix.****

These are the significant elements of the role:

• Resolving common and complex issues by determining the need of the customer and immediately offering favourable solutions within laid down procedures

• Orders, contract prices, to-follows, special orders, warehouse and delivery errors, missing lines, transfer orders and administration queries

• Follow all site procedures relating to missing claims and returns

• Manage urgent order requests

• Advise manager when special action is required.

• Respond to POD queries, maintain communication with transport department

• Collaborating with a network of customer service agents, warehouse, transport and inventory department to discuss any queries and issues

• Maintaining contact and following up on problems that required special handling (urgent order requests, expiry date check, issuing authorisation to uplift restricted items, dealing with Boots Photo enquiries, returns chases, etc.)

• Other clerical duties as assigned

• Be familiar with Hospital/Retail initiatives

• Providing assistance and support to Customer Services

• Advising manager when special action is required

• Ensuring the accurate recording of all Alliance Healthcare measures as required

• Maintaining standards in accordance with Health & Safety policy

• Completing all administrative tasks to ensure compliance with company procedures

• Providing customer care at the highest level to ensure maximum customer satisfaction

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Skills and Experience

You’ll need at least 1 years’ experience in a contact centre or customer-facing role. As well as this, you’ll need to be able to prioritise your own workload and work confidently and quickly to set targets. Good typing skills, verbal communication and attention to detail are also essential. At times you’ll be dealing with customers, so being able to deal with challenging behaviour is a must-have.

A-Levels or equivalent level of education is preferred.

Manual Handling

It should be noted that manual handling tasks such as lifting and bending are “essential requirements” of this role.

Whilst Alliance Healthcare is committed to developing positive policies to promote equal opportunities in employment, we have a duty of care to ensure we do not instigate or worsen any conditions that would prevent the employee from carrying out manual handling duties.

On that basis, for this role we cannot make “reasonable adjustments” for any applicant who is unable to carry out such duties. If you are unsure as to whether this applies to your application, you must detail on your application form and discuss at interview any information you feel may be relevant.

Existing employees should keep…