Customer Support Administrator in Newcastle upon Tyne

Position Details

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 be responsible for answering questions, solving problems, handling complaints, taking orders, and promoting products and services.

Key Responsibilities

• Resolve common and complex issues by determining customer needs and providing solutions within procedures.
• Manage orders, contract prices, to-follows, special orders, warehouse and delivery errors, missing lines, transfer orders, and administrative queries.
• Follow site procedures for missing claims and returns.
• Handle urgent order requests and advise manager when special action is required.
• Respond to POD queries and maintain communication with the transport department.
• Collaborate with customer service agents, warehouse, transport, and inventory departments to discuss inquiries and issues.
• Maintain contact and follow up on problems that need special handling (e.g., urgent orders, expiry checks, authorisation for restricted items, Boots Photo enquiries, returns chases).
• Perform other clerical duties as assigned.
• Assist and support Customer Services.
• Ensure accurate recording of all Alliance Healthcare measures.
• Maintain standards in accordance with Health & Safety policy.
• Complete all administrative tasks to ensure compliance with company procedures.
• Provide customer care at the highest level to ensure maximum customer satisfaction.

Qualifications & Skills

• At least 1 year of experience in a contact centre or customer‑facing role.
• Ability to prioritise workload and meet targets confidently and quickly.
• Good typing skills, verbal communication, and attention to detail.
• Ability to deal with challenging customer behaviour.
• A‑Levels or equivalent education is preferred.

Manual Handling

Manual handling tasks such as lifting and bending are essential requirements of this role. For this role, no reasonable adjustments will be made for applicants unable to carry out such duties.

Key Dimensions

No managerial responsibility.

Key Working Relationships

• Team Leader
• Team Members
• Shift Manager
• Customer Services Department
• Inventory Department
• Transport Department

Level of Decision Making

The administrator may be required to work unsupervised.

Additional Information

Cover other operational duties in the warehouse as required.

Benefits

Benefit offerings outside the US may vary by country and will be aligned to local market practice. Eligibility and effective dates may differ for some benefits and for team members covered under collective bargaining agreements.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or any other protected class. Harassment is prohibited, and all aspects of recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles. Cencora provides reasonable accommodations to individuals with disabilities during the employment process in accordance with legal requirements.