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Commercial Relations, Senior Manager at Summit Veterinary (Specials) Pharmaceuticals Ltd
About Summit
A family owned, independent business, we provide veterinary surgeons with exceptional quality veterinary specials.
We are passionate about supporting vets in caring for their patients when an unmet treatment need exists. Our vision is to remain agile and responsive to emerging clinical needs, while maintaining the highest standards of manufacturing, quality management and customer care.
We offer a wide range of dosage forms that can be relied on when licensed options are not suitable for a patient.
Our Values
Professionalism and integrity - at the heart of everything we do.
Quality without compromise - from every aspect of our business.
Supporting veterinary surgeons - in caring for their patients.
We work in partnership with our customers - we accomplish more when we work together.
We respect and encourage one another - to bring out the best in each of us.
It’s an exciting time to be joining the company with strong growth planned through development of new products to serve the needs of a greater range of patients and markets.
Reporting to the Commercial Sales Senior Manager you will be part of a small but strong, friendly and experienced team.
Your primary focus will be delivering and co-ordinating customer support working closely with Business Account Managers to enhance the customer experience.
Core Responsibilities
Primary contact for customers including enquiry handling via email and telephone. This may involve provision of outbound information and close working with the field team.
Professionally promote the service offered by Summit and represent our brand values.
Entry of orders to inventory management/order processing systems.
Ensuring effective inter-department communications, supporting a culture of clear, open communication.
Coordinate referral of escalated enquiries and customer responses with appropriate teams, adopting a customer first approach.
Implement customer service initiatives/changes as communicated by the Commercial Relations, Senior Manager ensuring our values and positioning is well supported.
Take a collaborative approach to customer contact, collating customer feedback and opportunities, contributing to improvement planning including informing product development and operational planning.
New customer registrations and customer updates including required due diligence and liaison with Business Account Managers to tailor support and experience.
Work to develop a strong understanding of customer needs, meeting them with minimal effort and adapting strategy to individual customers and situations.
Through understanding our customers, identify opportunities to provide better support, add value and improve effectiveness of the business.
Utilise systems and other data sources to add value to customer contact in relation to anticipating needs, concerns or opportunities.
Work collaboratively with team members across the business to deliver the highest quality service, with the aim of continuous improvement in customer outcomes.
Maintain customer accounts including timely record keeping in relation to customer contact/engagement. Therefore building customer profiles to improve customer relationships.
Participate in continuous improvement meetings for the benefit of team and customer.
Maintain applied knowledge of the Veterinary Medicines Regulations, the Veterinary Prescribing Cascade and all other relevant legislation, guidelines, internal SOP and quality standards.
Remain familiar with the company’s responsibilities in relation to pharmacovigilance, ensuring any information received concerning safety, efficacy or suspected adverse events is reported to the appropriate person in a timely manner.
Attendance at some trade shows or professional events.
All other duties as requested by management.
About You
Passionate about customer service and building collaborative relationships for the benefit of patient outcomes.
A background in customer service.
Previous experience in the animal health sector would be advantageous.
Excellent interpersonal skills.
Effective verbal and written communication skills, maintained in a fast-paced environment.
Logical approach to problem solving and ability to deliver satisfactory outcomes for complex enquiries.
Ability to maintain an independent schedule with little or no supervision.
Our Package
Company pension scheme
20 days annual leave (and bank holidays)
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Pharmaceutical Manufacturing
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