Customer Service Advisor

We are looking for someone with a passion for customer service to join our customer service team, based in South Normanton in Derbyshire. This is a fast paced telephone based role so we are looking for people who love talking to people!

Full time hours are 38 per week rotated between 9am – 6pm Monday – Fridays and one Saturday in six. Part time hours also considered: 20 hours per week working either 9am-1pm or 2pm-6pm Monday to Friday., On behalf of Alliance Healthcare, the Customer Service Advisor is responsible for handling all incoming contacts from internal and external contacts either via phone, fax or email. They will answer all enquiries and ensure the accuracy and timeliness of all orders and invoices.

• Processing customer order requests in an accurate and timely manner Responding to customers’ enquiries ensuring a knowledgeable and professional approach

• Demonstrating good attention to detail by making sure all activity is logged on to the appropriate system.

• Supporting the other teams within Customer Service but undertaking general administrative tasks where required

• Taking ownership of performance to meet agreed KPIs and objectives

• Ensure you complete and adhere to Good Distribution Practice of Medicinal Products for Human Use (2013/C 343/01) which is reflected in our SOP – REF Chapter 1 AHDL GDP 1.1.

• Respond to customers’ enquiries regarding prices and product information in a knowledgeable and professional manner, ensuring that the customer is informed of all specific requirements relating the ordering of each item and that those queries are logged on the appropriate system for future reference or conversion.

• Process customer order requests following the correct processes and procedures ensuring all data is captured in methodical manner and the appropriate eta provided dependant on supply chain.

• Take ownership of any customer issues, ensuring they are logged on the appropriate system and that the customer is kept regularly updated on all progress until a successful and timely conclusion is reached.

• Handle customer objections professionally and endeavour to agree an outcome that re-instils the customer’s faith in Alliance Healthcare and where possible avoid need for further escalation or any claim for credit.

• Conduct general administrative tasks such as managing and distribution of the post as well as the incoming email and fax queues ensuring archiving and filing kept up to date

• Take ownership of you own performance ensuring you achieve all KPI’s, objectives and SLA’s required for your role as agreed by your line manager.

• Adhere to all current HR policies and procedures, all current security procedures to ensure the safekeeping of all company and customer property and all statutory and company regulations outlined in the Health & Safety policy.

• First and foremost you will love talking to people and be passionate about delivering excellent customer service experience.

• Ideally you will have previous customer service experience although not necessarily in a contact centre environment, however if you believe you have really strong interpersonal skills and can build relationships over the telephone then we want to talk to you.

• You will need a basic understanding of technology with good keyboard skills and the role does require somebody who also has a good attention to detail as information needs to be entered quickly and accurately on to the various systems that we use.

• Previous experience of working to targets and SLA’s

• Company pension

• Cycle to work scheme

• Employee discount, In return we will offer you a competitive salary and benefits package including:

• Employee assistance programme with legal and financial advisors as well as mental health counselling

• Perks at Work with discounts in various retailers such as: Currys, PC World, Samsung, John Lewis and more

• Access to Mental Health First Aiders

• Contributory Pension Scheme after 3-month service

• Cycle to Work Scheme

• Service Based Holidays

• Career Development and internal progression opportunities

• Up to two paid Volunteer days (pro rata for part time) per calendar year to carry out volunteer activities

Cencora

South Normanton DE55 2DT

Full-time, Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned