Customer Service Executive – 12months FTC

Job Description

Do you currently work in the Veterinary Industry and looking for a change in career paths?

Are you someone who provides first-class customer service to people and pets?

And would you like the prospect to have hybrid working opportunities for more of a work-life balance?

Our client is one of the UK’s leading pharmaceutical companies with a hard-earned reputation for excellence, who are now looking to hire an experienced Customer Service Executive to join their team on a 12 months FTC. The ideal candidate would need to be a qualified Registered Veterinary Nurse and be able to provide a professional and knowledgeable service to all customers. You will be responsible for delivering prompt and efficient responses to customer queries, making sure the customers expectations are managed appropriately for overall customer satisfaction.
  
Key Responsibilities:

• Be the first point of contact for customers (clinics, staff, wholesalers, pet owners and farm animal owners).
• Be the first point of contact of the UK and ROI wholesalers and distributors, tasks including sales order processing, order acknowledgments, invoicing, raising credits/debits.
• Provide weekly back-order reports.
• Handle queries responsibly and effectively either by telephone, email or social media until the query has been given to the appropriate person or department.
• Build excellent working relationships and provide the best customer service to customers/clients, developing the company’s brand.
• Maintain price files for customers and account maintenance.
• Liaise with stakeholders, such as Supply Chain, Quality Control, Finance, Product Managers and external suppliers.
• Utilise the call management analysis tools and CRM system to help monitor performance versus set KPIs/SLAs.
• Maintaining and updating customers records on the CRM system, as and when needed to.
• Provide updates to relevant stakeholders relating to potential sales and risks, using market intelligence.
• Undertake regular training to ensure a good level of product knowledge.
• Potential to go on field visits with Managers to gain broader knowledge and understanding of what the customer needs and provide support to fellow colleagues.

Key Skills & Experience:

• Registered Veterinary Nurse Qualification.
• Previous customer service experience.
• Excellent telephone manners.
• Ability to produce reports and anaylse data effectively.
• Take ownership of problems through to the point of completion/handover.
• Ability to multi-task, handling own workload whilst supporting the sales team.
• Strong problem-solving, organisation, and planning skills with an eye for detail.
• Excellent communication skills both internally and with customers.
• Commitment to being a team player.
• Computer literate in MS Office – Excel, Word and Outlook.

Additional Information:

• This is a full-time 12months FTC role, working Monday to Friday 8.30 / 9 am – 5 / 5.30 pm.
• Opportunity for hybrid working, 3 days in the office and 2 at home.
• Dog-friendly office.
• 25 Days Holiday + Bank holidays increasing by 1 day each year after the first 2 years.
• Personal Bonus of 5% of annual salary paid annually.
• Additional discretionary 7-10% annual bonus.
• Critical illness, private medical, and life assurance cover.

To express interest in this promising role, kindly forward your latest CV, detailing your present or most recent remuneration package and any notice period you might have. For a discreet, detailed discussion about the role, you can reach out to Shanelle Bowyer at 01295-983585. Alternatively, connect with me on LinkedIn via the following link:  https://www.linkedin.com/in/shanelle-bowyer-3b8796139/