Commercial Support Co-ordinator

The Commercial team operates across the National Business line and this role will provide support to the team in order to maximise customer satisfaction and thereby revenue. The focus will be site based with occasional requirements to attend customer and subcontractor meetings in support of Account Managers.

Key Responsibilities and Accountabilities

• Provide day-to-day commercial support to Account Managers.
• Work with operational colleagues to provide responsive customer service in relation to day-to-day issues.
• Investigate customer invoice queries and report back to the Account Managers with their findings. This responsibility will also include organising follow up actions such as assigning training, Quality alerts and LIMs changes.
• Enter data into LIMs to ensure collation of accurate data from subcontractors.
• Ensure team wide amendments to documentation, such as Customer Protocols, are made in a prompt and accurate manner.
• Support quality investigations via input into the investigation to assist progress.
• Report and escalate all actual and potential quality incidents in an appropriate timescale to his or her line manager.
• Review management information and service credit accuracy to ensure the Commercial team outputs are received by customers in an accurate and timely fashion.
• Support Account Managers and Business Unit Managers in reviewing performance data from subcontractors.
• Facilitate internal and external team meetings and produce and distribute the outputs of these.
• Produce and interpret ad hoc management data for customer queries and account maintenance and development.
• Record and track subcontractor invoicing to ensure values are in line with expectations and payments meet contractual obligations.
• Ensure compliance with all policy and procedures within Eurofins and report any personal non-conformities and improvement suggestions to line manager – and where appropriate contribute to the problem resolution or process improvement.

Qualifications

Required knowledge, Experience and Technical Skills:

• Knowledge of all Microsoft Office applications.
• Knowledge of case file management and booking in procedures.
• Experience in handling and responding to customer queries.

Preferred knowledge, Experience and Technical Skills:

• Experience in using LIMs and Q-Pulse.
• An understanding of contract requirements.
• Knowledge of customer submissions department structures.

Additional Information

Due to the highly sensitive nature of the work, applicants should note that security clearance is required for this role. To gain security clearance you must have five years continuous residency in the UK. Security clearance is undertaken by a third party to police personnel vetting standards (NPPV3 and SC), as such any criminal convictions may prevent you from gaining security clearance. In addition, all successful applicants will be required to undertake drug and alcohol testing prior to commencing employment.