Customer Experience & Order Management Specialist

TekWissen UK; Stone Cross; On-site; GBP 23,000 - 32,000; Full time

Job summary

TekWissen UK is seeking a Customer Service Executive to join the Sales Order Management & Customer Excellence Team within a leading global pharmaceutical organisation. You will act as a key contact for healthcare professionals, customers and internal stakeholders, handling enquiries quickly, professionally and in line with company processes and compliance.

This role goes beyond a traditional contact centre, offering collaboration across Supply Chain, Commercial, Sales Order Management and

Qualifications

• Proven experience in a customer service environment.
• Experience handling complaints and escalations.
• Strong verbal and written communication skills.
• Ability to communicate confidently and build trust with customers and stakeholders.
• Calm and professional under pressure.
• Strong problem-solving and organisational skills.
• Experience working with multiple systems and managing competing priorities.
• Experience with accurate order entry, administration or order processing.
• Strong attention to detail and a compliance-focused mindset.
• Ability to work effectively as part of a collaborative team.

Responsibilities

• Act as the first point of contact for customers, healthcare professionals and internal colleagues.
• Handle customer enquiries through telephone and email in a professional, accurate and empathetic manner.
• Build and maintain strong relationships with customers and key stakeholders.
• Provide a consistently high standard of customer service across every interaction.
• Manage difficult conversations, complaints and customer escalations effectively.
• Investigate customer queries and concerns and identify appropriate resolutions.
• Take ownership of customer issues through to resolution wherever possible.
• Work collaboratively with internal teams to resolve complex customer requirements.
• Escalate issues to second-line support or management where appropriate.
• Identify recurring issues, trends and customer insights that can help improve the customer experience.
• Maintain a patient-first and customer-focused approach when supporting business activities.
• Support sales order management and customer service activities.
• Accurately process and maintain customer and order information across multiple systems.
• Follow established SOPs and internal processes.
• Support continuous improvement and operational excellence initiatives.
• Work closely with the wider SOMCET team to share customer insights and identify opportunities for improvement.

Skills

Customer service experience

Communication skills

Problem-solving

Organisational skills

Attention to detail

Collaborative teamwork

Education

GCSE English and Maths

Job description

TekWissen UK is seeking a Customer Service Executive to join the Sales Order Management & Customer Excellence Team within a leading global pharmaceutical organisation. You will act as a key contact for healthcare professionals, customers and internal stakeholders, handling enquiries quickly, professionally and in line with company processes and compliance.

This role goes beyond a traditional contact centre, offering collaboration across Supply Chain, Commercial, Sales Order Management and