Customer Services Advisor - Trade - Cardiff

Recruiter
Respond Healthcare Limited
Location
Cardiff
Salary
£17,747 pa + potential Time and attendance bonus
Posted
04 Aug 2017
Closes
01 Sep 2017
Ref
OR/RH/TCSA
Contract Type
Permanent
Hours
Full Time

Customer Service Advisor - Trade
Location: Cardiff, CF14 5WF.
Package:

  • Salary – £17,747.00 gross per annum.
  • Potential £750 - Time and attendance bonus.
  • Pension
  • Holiday

Hours of work:

  • 37.5 hours per week between the hours of 8.00am – 5.00pm Monday to Friday as required to meet the needs of the business, with a 30-minute unpaid lunch break.
  • Working one Saturday between the hours of 8.30am and 12.30pm. This will be on a rota basis.

Objective:
This role is to provide the best possible customer service to our customers, contributing towards the success of the business by achieving our customers' expectations and fulfilling their needs in a timely manner.

Responsibilities:
Customer Services – Distribution

  • Ensuring B2B, NHS, Wholesalers and DAC orders are processed accurately and within the relevant timescales.
  • Ensuring that the Goods Return policies, procedures and paperwork are adhered to.
  • Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively ensuring total customer satisfaction.

Home Delivery Service (HDS)

  • Taking telephone orders from both end users and health care professionals.
  • Processing and dispensing of patient prescription orders in accordance with the Clinical Governance and Part IX Regulations.
  • Ensuring the operation runs smoothly and all aspects of our Service Level Agreement are followed.
  • Prescriptions, including electronic prescriptions where applicable, are requested and received promptly and processed accurately. Ensuring that outstanding prescriptions are chased within the agreed timescales.
  • Number of prescriptions not received are kept to a minimum, and all write-offs are reported on. Orders of high value that require writing off are escalated to your line manager for authorisation.
  • Regular orders are promoted and monitored to maximise customer loyalty.
  • New patient information is processed accurately and first orders are dispensed within agreed timescales.
  • Monitoring back orders and ensuring all parties are kept informed and alternatives are offered where appropriate.
  • Obtaining verbal permission from GP surgeries where urgent orders are needed and following the urgent order process.
  • Ensuring annual garment order letters are sent to ensure maximum repeat business where possible.
  • Accurately selecting products where necessary for customers.
  • Offering product and/or service advice.
  • Keying and endorsing prescriptions so they can be submitted to the PPA for payment.
  • Working within the Data Protection Act 1998 by ensuring that confidential data is not disclosed to third parties.
  • Checking Courier manifest and liaising with courier to ensure parcels are delivered in expected timescale. Arranging redelivery and upgrades if necessary.

Training

  • Trained to the level of competency required in order to perform their Home Delivery Service duties, e.g. BHTA Stoma and the IG regulations followed.
  • Customer data is maintained accurately and kept up to date and relevant.

Retaining and Generating Business

  • Ensuring new patients are contacted a week after delivery to confirm ongoing ordering pattern.
  • Product samples are accurately processed within agreed timescales.
  • Product samples sent out are followed up on, discussing with the customer the suitability of the product to maximise sales.
  • Completing the patient retention report to ensure all customers are contacted after 8 weeks of not ordering.

Clinical Governance

  • Orders dispensed without prescriptions are monitored and adherence to the emergency prescription process is managed in accordance with Part IX regulations.

Customer Complaints

  • Responding appropriately and sincerely to all customer complaints, and escalating customer service complaints to the Team Leader where appropriate.
  • Complete non-conformance form so any trends can be determined.
  • Reporting all issues that hinder the delivery of excellent Customer Service to the Team Leader.

Inter-departmental working

  • Liaising with internal departments, including Respond Customer Support Centres, Sales Team and Nursing Team, maintaining excellent interdepartmental working relationships, sharing best practice.

B2B

  • Responsible for accurately inputting data to create new accounts in accordance with procedures.
  • To process orders quickly to ensure swift delivery of products.
  • To ensure product records are accurate and prices are kept up-to-date.
  • To inform customers of any changes in prices in a timely manner.
  • To ensure customer accounts are maintained accurately, including delivery addresses and relevant discounts.
  • Monitoring account credit reports and liaising with the Account department.
  • To liaise with Territory Managers regarding Stoma Care Nurse stock box requests.
  • To be the contact point for interdepartmental requests and to action those requests in a timely manner (eg Warehouse / Production / Accounts).
  • To resolve any B2B customer queries.

Other Duties

  • To attend training courses for continued progression within the role.
  • Any other duties as required.

Preferred Skills

  • Excellent Customer Service / Sales background.
  • Flexible attitude.
  • Excellent telephone etiquette.
  • PC Literate.

Personal Attributes

  • Excellent interpersonal skills.
  • Compassionate personality.
  • Caring and able to build a lasting rapport with our customers.
  • Ability to think on your feet quickly.

Applications
If you wish to apply for the position, please submit your CV online today no later than 1st September 2017.

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