Customer Care Advisor

Cencora, Inc.; Hilcote; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading logistics provider in the UK is seeking a Customer Care Advisor to ensure precise order processing and exceptional customer satisfaction. Responsibilities include answering calls promptly, handling emails, and collaborating with other departments. Applicants should have GCSEs in Math and English, strong customer service skills, and familiarity with Microsoft Office. This role is integral in delivering high standards of care while supporting our commitment to health improvement.

Qualifications

• Previous customer service experience is desirable.

Responsibilities

• Deliver outstanding customer care to guarantee maximum satisfaction.
• Answer all incoming calls within 7 seconds.
• Manage all email inboxes daily for timely communication.
• Collaborate with Customer Care areas for seamless support.
• Process orders accurately in line with SOP.

Skills

Strong numeracy and literacy skills

Exceptional customer care skills

Professional telephone manner

Proficient keyboard skills

Attention to detail

Strong communication skills

Intermediate knowledge of Microsoft Word, Excel, and Outlook

Education

GCSEs or equivalent in Mathematics and English

National Vocational Qualification Level 2 or equivalent

Job description

This role is in support of Cencora's third-party logistics service in the UK through our Alloga business. As a Customer Care Advisor, you will play a vital role in ensuring that all orders placed at Alloga UK are processed with precision and promptness. Your expertise will be key in resolving queries effectively, contributing to our commitment to exceptional customer satisfaction.

Responsibilities

• Deliver outstanding customer care to guarantee maximum satisfaction and build lasting relationships.
• Stay informed about Alloga UK policies and procedures to provide accurate information.
• Alert your Supervisor or Manager to any instances requiring special attention.
• Answer all incoming calls within 7 seconds, demonstrating our commitment to responsiveness.
• Manage all Alloga UK email inboxes daily to ensure timely communication.
• Collaborate with other Customer Care areas to provide seamless support.
• Prioritise tasks effectively to meet the demands of our clients.
• Handle urgent order requests with care and efficiency.
• Liaise with operational colleagues on special order requests to provide tailored solutions.
• Process orders within agreed timescales, ensuring timely delivery.
• Complete and share client reports daily, within agreed timescales, to maintain transparency.
• Process orders accurately in accordance with our Standard Operating Procedures (SOP).
• Ensure urgent orders are completed in line with the SOP to meet customer needs.
• Carry out client-specific processes as required, ensuring a personalised touch.
• Communicate with clients professionally to foster strong relationships.
• Utilise Crystal and Portal 3 reporting systems to provide valuable customer and client insights.
• Collaborate with the Finance Department regarding account or pricing issues to resolve queries efficiently.
• Process export orders as needed, expanding our reach.
• Address Electronic Data Interchange (EDI) rejections promptly to maintain workflow.
• Be open to carrying out any reasonable requests as determined by Management.
• Attend client meetings when requested to represent Alloga with professionalism.

Minimum requirements

• GCSEs or equivalent in Mathematics and English

Desirable

• National Vocational Qualification Level 2 or equivalent

Work Experience

• Previous customer service experience is desirable

Skills and Knowledge

• Strong numeracy and literacy skills to handle customer queries effectively
• Proven ability to use initiative and work independently
• Exceptional customer care skills that create positive experiences
• Professional telephone manner that reflects our brand values
• Proficient keyboard skills for efficient order processing
• Meticulous attention to detail to ensure accuracy in all tasks
• Strong communication skills to engage with clients and colleagues
• Intermediate knowledge of Microsoft Word, Excel, and Outlook

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!