Position: Customer Service Agent
Location/Department: Uniphar Group Customer Service
Reporting to: Customer Service Team Leader
We are currently recruiting for a Customer Service Agent within Uniphar Group, Supply Chain and Retail Division.
Objective
We are looking for a highly motivated, professional customer service agent, with a track record in customer support. The candidate should be capable of managing customer calls, order management and successful resolution of customer queries.
The successful candidate should be able to provide input and suggestions for improving practices and processes within the team, to enable excellent customer service and satisfaction at all times.
MAIN DUTIES & RESPONSIBILITIES
- Order processing, including Telephone, Email, Fax Orders, including Reps Orders, Credits and Debits
- Advise customers of current Uniphar Group product availability, and order delivery schedules
- Resolve product or service queries by logging the customer's query, selecting the best solution type to solve the problem and following up to ensure the resolution is in place and communicated to the customer
- Use our CRM tool (BCT) to record, resolve and enhance the customer experience
- Assist Customer’s with queries regarding their financial accounts
- Highlight any delays in processes or orders to your Team Leader or Manager
- Ensure accuracy at all times, minimising the impact of error
- Operate at all times in a proactive manner complying with Company set procedures
- Achieve Weekly and Monthly KPI’s by delivering agreed targets as set by your Team Leader and Manager
- Contribute towards department objectives in line with the overall business strategy
- Ad hoc duties as directed by Team Leader and Manager
QUALIFICATION, EXPERIENCE AND SKILLS REQUIRED
- SAP and CRM Experience
- Proficient in Microsoft Office Applications
- Market and product knowledge is an advantage
- Proactive, analytical and pragmatic approach to problem solving
- Able to work in a fast-paced environment
- Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
- Demonstrate strong interpersonal skills, written and oral communication skills
COMPETENCIES
- An understanding of commercial supply chains an advantage – how products move from Manufacturers to Pre-wholesalers, to Wholesalers and eventually to end customers and the process steps in between.
- A genuine team player, who enjoys helping customers and working with multiple business teams.
- Excellent telephone manner and communication skills essential
- Excellent time management skills
