Time type: Full time
Posted on: 3 Days Ago
Job requisition ID: R251172
Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
We are looking for someone with a passion for customer service to join our customer service team, based in South Normanton in Derbyshire. This is a fast-paced telephone-based role, so we are looking for people who love talking to people!
Full-time hours are 38 per week rotated between 9 am – 6 pm Monday – Fridays and one Saturday in six.
Part-time hours also considered: 20 hours per week working either 9 am-1 pm or 2 pm-6 pm Monday to Friday.
On behalf of Alliance Healthcare, the Customer Service Advisor is responsible for handling all incoming contacts from internal and external contacts either via phone, fax, or email. They will answer all enquiries and ensure the accuracy and timeliness of all orders and invoices.
Key Responsibilities:
1. Processing customer order requests in an accurate and timely manner.
2. Responding to customers’ enquiries ensuring a knowledgeable and professional approach.
3. Demonstrating good attention to detail by making sure all activity is logged on to the appropriate system.
4. Supporting the other teams within Customer Service by undertaking general administrative tasks where required.
5. Taking ownership of performance to meet agreed KPIs and objectives.
6. Ensure you complete and adhere to Good Distribution Practice of Medicinal Products for Human Use (2013/C 343/01) which is reflected in our SOP – REF Chapter 1 AHDL GDP 1.1.
7. Respond to customers’ enquiries regarding prices and product information in a knowledgeable and professional manner, ensuring that the customer is informed of all specific requirements relating to the ordering of each item and that those queries are logged on the appropriate system for future reference or conversion.
8. Process customer order requests following the correct processes and procedures ensuring all data is captured in a methodical manner and the appropriate ETA provided depending on supply chain.
9. Take ownership of any customer issues, ensuring they are logged on the appropriate system and that the customer is kept regularly updated on all progress until a successful and timely conclusion is reached.
10. Handle customer objections professionally and endeavor to agree on an outcome that reinstills the customer’s faith in Alliance Healthcare and where possible avoid the need for further escalation or any claim for credit.
11. Conduct general administrative tasks such as managing and distributing the post as well as the incoming email and fax queues ensuring archiving and filing are kept up to date.
12. Take ownership of your own performance ensuring you achieve all KPI’s, objectives and SLA’s required for your role as agreed by your line manager.
13. Adhere to all current HR policies and procedures, all current security procedures to ensure the safekeeping of all company and customer property, and all statutory and company regulations outlined in the Health & Safety policy.
In return, we will offer you a competitive salary and benefits package including:
* Employee assistance programme with legal and financial advisors as well as mental health counselling
* Perks at Work with discounts in various retailers such as: Currys, PC World, Samsung, John Lewis and more
* Access to Mental Health First Aiders
* Contributory Pension Scheme after 3-month service
* Cycle to Work Scheme
* Service Based Holidays
* Career Development and internal progression opportunities
* Up to two paid Volunteer days (pro rata for part time) per calendar year to carry out volunteer activities.
Skills, Knowledge and Experience Needed:
* First and foremost, you will love talking to people and be passionate about delivering an excellent customer service experience.
* Ideally, you will have previous customer service experience although not necessarily in a contact centre environment; however, if you believe you have really strong interpersonal skills and can build relationships over the telephone, then we want to talk to you.
* You will need a basic understanding of technology with good keyboard skills, and the role does require somebody who also has a good attention to detail as information needs to be entered quickly and accurately on to the various systems that we use.
* Previous experience of working to targets and SLA’s.
What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Affiliated Companies
Affiliated Companies: Alliance Healthcare Management Services Limited
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national
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