At a Glance
- Tasks: Provide top-notch customer service and manage orders, product info, and claims.
- Company: Join a dynamic company focused on customer satisfaction and teamwork.
- Benefits: Enjoy competitive pay, training opportunities, and a supportive work environment.
- Other info: Collaborate with various teams and grow your career in a fast-paced setting.
- Why this job: Make a real difference by helping customers and improving their experience.
- Qualifications: A-level education or equivalent, strong communication skills, and a passion for service.
The predicted salary is between 25000 - 32000 £ per year.
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.
Customer Service Advisor in Guildford employer: Zentiva Poland
As a Customer Service Advisor, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our company fosters a culture of collaboration and innovation, offering comprehensive training and opportunities for career advancement, all while being located in a vibrant area that enhances your work-life balance. Join us to be part of a team that values your contributions and is committed to delivering exceptional service to our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Guildford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zentiva Poland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zentiva Poland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in Guildford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zentiva Poland:Your cover letter is your chance to shine! Tell us why you want to work at Zentiva Poland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zentiva Poland!
How to prepare for a job interview at Zentiva Poland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
