Position Purpose:
To provide a first-class customer enquiry service, with a strong focus on managing orders, product information, and claims. The role works proactively with customers to support initiatives that add value to the overall sales proposition and ensures a strong understanding of the Commercial Customer’s needs in a rapidly changing environment.
Key Responsibilities and Duties:
Customer Contact Management
- Respond professionally and within agreed timelines to phone and email enquiries.
- Handle requests related to product information, invoice queries, and general company information.
Order Processing
- Receive and process customer orders via EDI, email, and phone.
- Upload pricing information and resolve pricing discrepancies.
- Remove order blocks (including EDI blocks) to ensure efficient processing with logistics partners.
- Work cross-functionally to mitigate supply constraints and out-of-stock challenges.
- Apply audit controls to ensure compliance with trading terms, credit checks, and authorised pricing.
- Liaise with logistics partners to ensure service and control requirements are met.
Claims Processing
- Record and manage invoice claims and payment disputes through to resolution.
- Monitor claim reason codes and support continuous process improvements internally and with customers.
Key Account Development
- Act as a key link between assigned customers and the Account Manager.
- Manage and share stock information with customers.
- Monitor customer websites (where applicable) to track product availability.
- Maintain an accurate and up-to-date customer account database.
Business Initiatives
- Support and implement customer-focused initiatives based on feedback from the Annual Customer Survey.
- Identify and share best practices to improve overall customer service.
SOP Maintenance
- Ensure Standard Operating Procedures (SOPs) are in place and updated to reflect current operations.
Other Responsibilities
- Follow GxP principles and complete required training.
- Adhere to Health, Safety, and Environmental policies (ESMS).
- Report any pharmacovigilance-related information as required.
- Comply with all internal policies, including the Code of Ethics.
Key Working Relationships
- Collaborate internally with Supply Chain, Customer Service, Commercial teams, Finance, IT, Quality, Medical Information, and the General Manager.
- Build and maintain strong relationships with customers, logistics partners (3PL), and IT support teams.
Qualifications & Required Skills:
Education & Training
- Educated to A-level or equivalent professional qualification.
- Proficiency in MS Office.
- SAP experience is desirable.
Professional Skills & Knowledge
- Strong communication and listening skills.
- High attention to detail and accuracy.
- Organised and able to prioritise workload effectively.
- Self-driven and proactive, with a hands-on approach.
- Adaptable with strong problem-solving skills.
- Passionate about delivering excellent customer service.
- A collaborative team player with a positive mindset.
Experience
- Previous experience in a customer-facing or supply chain environment is desirable.
- Experience in the pharmaceutical industry is an advantage.
- Familiarity with ERP systems is beneficial.
Our Recruitment Process:
To be considered for this role, please apply via our Applicant Tracking System and refrain from sending your CV by email. After the application period closes, our Recruitment team will review all applications against the role requirements. Successful candidates will be contacted for an initial screening interview, followed by further discussions with hiring managers. Candidates who are not selected will be informed in writing.
Diversity & Inclusion at Zentiva:
Diversity is a fact. Inclusion is an act @Zentiva.
At Zentiva, we are a team of 5000 unique talents united by our purpose to provide health and wellbeing for all generations. We are committed to creating a workplace where everyone feels valued, can be themselves, and can contribute fully. We welcome applications from all qualified candidates, regardless of background, beliefs, or life experiences.
