Customer Validation & Master Data Representative in Tadworth

Duration: 12 Months

Work Type: Hybrid

Overview: TekWissen is a global workforce management provider throughout the UK, Europe and many other countries in the world. The below client is an American multinational pharmaceutical and biotechnology corporation.

This is a critical role within the Customer Account and Supply Management team, a part of the Global Supply Chain (GSC). The GSC platform partners and collaborates with both internal and external stakeholders in order to keep abreast of the ever-changing healthcare environment. This exciting role will be working with the Customer Account & Supply Management Manager to continually adapt and evolve approaches to ensure that our medicines reach patients when and where they need them.

Colleagues in this role provide customer account management to approximately 21,000 customers, including account validation management (“customer qualification”), customer master data maintenance in SAP, and excellence in the associated customer service activities for client’s Direct-To-Pharmacy (DTP) and Direct Account medicines supply chains. Working with key stakeholders, they ensure that our policies and processes are compliantly implemented in line with relevant guidance and legislation. They act as subject matter experts, advising the organisation on how our Customer Validation & Master Data activities can be aligned to the constantly evolving external environment, hence helping to ensure that our medicines are accessible to the healthcare professionals and patients who need them.

Taking a proactively flexible approach to workload planning and prioritisation, they provide a first-class service to both external customers and internal stakeholders. Some travel to the Walton Oaks site and other offsite venues may be needed for training or full engagement with colleagues in our commercial business units.

Key Accountabilities

• Customer Account Set-up & Data Maintenance: In line with SOPs, use daily updates from service partners to identify new account requests and updates to existing accounts. Validate these requests and then make appropriate changes to customer account records in our SAP ERP system. Liaise with customers when requiring additional information regarding their account and trading.
• Performance Measures: Most updates processed by the next working day after notification of requests from service partners. Some updates may exceptionally take longer, dependent on the volume and complexity involved.
• Resolve both internal and external queries about customers’ account master data, working with service partners and colleagues in the Sales Order Management and Customer Excellence team as required. Keep records of incoming customer queries / ad hoc requests. Take the initiative in working towards prompt and compliant resolution, with the aim of achieving and enhancing customer satisfaction.
• Performance Measures: Most queries answered by the next working day. Some may exceptionally take longer, dependent on the volume and complexity involved. Feedback from manager, customers and stakeholders.
• In line with SOPs, complete periodic revalidations of segments of our customer base. Complete any updates that are needed.
• Performance Measures: Revalidations completed in line with timeframes specified in SOPs.
• Validation and Tracking of Customers’ Required Licenses/Authorisations: In accordance with SOPs, complete periodic checks to ensure that client does not supply product to non-registered/licensed premises.
• Performance Measures: Monthly report to manager for audit purposes. Feedback from monthly audit checks.
• Liaise with customers regarding their registration details and take appropriate actions if register updates become overdue. Ensure compliance with Good Distribution Practice (GDP) regulations, to maintain the quality of the products and integrity of the distribution chain.
• System Issues: Resolve system issues through monitoring the daily progression of account data between client and Alliance Healthcare, escalating issues where necessary. Manage Interfaces, identify and correct errors the same day.
• Performance Measures: Promptness and accuracy of problem resolution. Feedback from manager and key contacts.
• Acting as the subject matter expert for defined process-areas, plus supporting other areas within the team, uses their initiative to recommend continuous improvement opportunities to the Customer Account & Supply Management Manager. Supports business changes as appropriate. Engages in ad hoc projects to improve processes.
• Performance Measures: Drive for improvement. Ability to accept change and demonstrate change agile behaviours. Process improvements defined & adopted with appropriate training provided, leading to increased compliance and efficiencies.
• Team Mailbox, Filing and Records Management: Ensure all enquiries, requests and issues are dealt with on date of receipt. Regular house-keeping, filing and archiving. Maintain an accurate filing system for new Customer accounts & amendments to ensure effective administration and audit compliance.
• Performance Measures: Promptness and accuracy of responses. Colleague and manager feedback.
• Cross-functional Projects and Initiatives: Supports and participates in projects and initiatives that help to drive platform process improvements and innovations.
• Performance Measures: Projects completed in a timely manner, as capacity and time allows. Feedback from internal stakeholders regarding level of support and impact.

SKILLS, KNOWLEDGE, QUALIFICATIONS, EXPERIENCE

• Secondary education level, including GCSE or equivalent in maths and English.
• Customer service experience in handling challenging customer queries and complaints via telephone.
• Preferred business to business experience.
• Good level of general IT skills, including MS Office.
• Experience of working with SAP an advantage.
• Ability to work with accuracy under pressure.
• Ability to make informed decisions.
• Excellent communication skills, both verbal and written.
• Excellent interpersonal skills.
• Able to work in a dynamic and multi-tasking environment.
• Ability to analyse data.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.