Customer Support Administrator
AmerisourceBergen
WEMEA > United Kingdom > Newcastle, Unknown
Full-Time
Competitive
OfficeManager
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!
Job Description
Job Title:Customer Support Administrator
Department:Section 1
Location:Newcastle
Reports To:Warehouse Operations Manager
Job Purpose:
The Customer support administrator will interact with Alliance Healthcare customer services and will be responsible for answering questions, solving problems, handling complaints, taking orders and promoting products and services.
Key Accountabilities
All staff are expected to understand the principles of Good Distribution Practice of Medicinal products for Human use (2013/C 68/01) which is reflected in our SOP – REF Chapter 1 AHDL GDP 1.1. It will be a requirement for all staff to be trained in this SOP and have an annual refresher. All other GDP training will be job specific and as per your personal training matrix.
These are the significant elements of the role:
Resolving common and complex issues by determining the need of the customer and immediately offering favourable solutionswithin laid down procedures
Orders, contract prices, to-follows, special orders, warehouse and delivery errors, missing lines, transfer orders and administration queries
Follow all site procedures relating to missing claims and returns
Manage urgent order requests
Advise manager when special action is required.
Respond to POD queries, maintain communication with transport department
Collaborating with a network of customer service agents,warehouse, transport and inventory department to discuss any queries and issues
Maintaining contact and following up on problems that required special handling (urgent order requests, expiry date check,issuingauthorisation to uplift restricted items,dealing with Boots Photo enquiries, returns chases, etc.)
Other clerical duties as assigned
Be familiar with Hospital/Retail initiatives
Providing assistance and support to Customer Services
Advising manager when special action is required
Ensuring the accurate recording of all Alliance Healthcare measures as required
Maintaining standards in accordance with Health & Safety policy
Completing all administrative tasks to ensure compliance with company procedures
Providing customer care at the highest level to ensure maximum customer satisfaction
.
Skills and Experience
You’ll need at least 1 years’ experience in a contact centre or customer-facing role. As well as this, you’ll need to be able to prioritise your own workload and work confidently and quickly to set targets. Good typing skills, verbal communication and attention to detail are also essential. At times you’ll be dealing with customers, so being able to deal with challenging behaviour is a must-have. A-Levels or equivalent level of education is preferred.
Manual Handling
It should be noted that manual handling tasks such as lifting and bending are “essential requirements” of this role.
Whilst Alliance Healthcare is committed to developing positive policies to promote equal opportunities in employment, we have a duty of care to ensure we do not instigate or worsen any conditions that would prevent the employee from carrying out manual handling duties.
On that basis, for this role we cannot make “reasonable adjustments” for any applicant who is unable to carry out such duties. If you are unsure as to whether this applies to your application, you must detail on your application form and discuss at interview any information you feel may be relevant.
Existing employees should keep their line manager informed of any changes that may affect their ability to carry out such duties.
Key Dimensions:
No managerial responsibility
Key Working Relationships:
Team Leader
Team Members
Shift Manager
Customer Services Department
Inventory Department
Transport Department
Level of Decision Making:
The administratormay be required to work un-supervised
Additional Information:
You will be required to cover other operational duties in the warehouse
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.
Full timeCencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned