Customer Service Advisor

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.

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