Customer Retention & Trade Advisor

Eakin Healthcare Group

Cardiff

Híbrido

GBP 24.000 - 28.000

Jornada completa

Hace 3 días

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Ventajas ofrecidas por este puesto de trabajo

Blended Working

Bonus

25 days holiday plus bank holidays (r1

Wellbeing Programme

Health Cash Plan

Pension

Life Assurance

Cycle to Work Scheme

Referral Scheme

Long Service Awards

Free Parking

Descripción de la vacante

Eakin Healthcare Group in Cardiff is seeking a Customer Retention & Trade Advisor to support the Respond Prescription Dispensing Team and the Eakin Trade Team. You will ensure orders are processed accurately and monitored through to delivery within the required timeframe, while adhering to regulations.

Reporting to the Care Centre Manager, you will engage with patient customers and trade customers, handle inbound and outbound inquiries, and proactively monitor deliveries and order status.

Formación

Experience in customer service roles with a focus on accuracy and empathy.
Excellent verbal and written communication, able to handle inquiries professionally.
Proficient with Microsoft Word and Excel; comfortable inputting and checking data.

Responsabilidades

Handle inbound customer contact via phone, email, website and letter in a timely, professional manner.
Resolve customer queries related to product delivery and provide product information.
Identify opportunities to increase sales and promote appropriate products/services.
Make monthly outbound contact to confirm and place orders as required.
Monitor courier deliveries and proactively communicate delivery times and resolve issues.

Conocimientos

Customer service experience

Communication skills

Microsoft Word/Excel

Attention to detail

Relationship building

Herramientas

Microsoft Word

Excel

Descripción del empleo

This role is to support Respond Prescription Dispensing Team and Eakin Trade Team. You will contribute towards the success of the business by going above and beyond to meet our customers' expectations and fulfilling their needs in a safe and timely manner. Reporting to the Care Centre Manager at our office in Cardiff, this Customer Retention & Trade Advisor is to ensure all customer orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. In this role, you will connect directly with individual patient customers through the Respond Prescription Dispensing Team as well as trade and business customers through the Eakin Trade Team. Your time will be scheduled by the Senior Advisors of both teams in accordance with business requirements., Inbound Customer Contact

Inbound Customer Contact

To answer, action and respond to customer contact received by telephone, e-mail, website, and letter in a professional and timely manner
To resolve any customer queries regarding product delivery
To maintain excellent product knowledge and to answer all enquiries regarding products
To identify opportunities to increase sales

Outbound Customer Contact

To contact customers monthly to ensure orders are confirmed and placed as needed.

Proactive Order Delivery Monitoring

Regularly review the status of courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer's satisfaction
Keeping customers informed with regards to the status of their orders e.g backorders

Product & Account Administration

Responsible for accurately inputting data to create new customer accounts in accordance with procedures
To ensure all records are accurate and kept up-to-date
Taking credit card payments and liaising with the accounts department

Customer Complaints and Compliments

Ensure complaints relating to all areas of our business are dealt with efficiently and effectively, ensuring total customer satisfaction
Reporting all issues that hinder the delivery of excellent customer service to the Customer Experience Manager

Prescription Processing

Process prescriptions in a timely manner, ensuring the prescriptions are endorsed accurately
Prepare prescriptions for payment, completing required administration accurately

Inter-departmental Liaison

To liaise with Territory Managers regarding Stoma Care Nurse stock box request
To be the point of contact for interdepartmental requests and to action those requests in a timely manner e.g. Warehouse, Accounts

Previous experience working in Customer Service

Easily builds rapport, demonstrates empathy and builds relationships
The ability to handle queries professionally and efficiently with sensitivity.
Experience of using own initiative to exceed targets
Knowledge of Microsoft packages, such as Word and Excel
Attention to detail and accuracy in recording data
Ability to demonstrate excellent written, spoken and listening communications skills
Friendly personality with a 'can-do' attitude

Desirable

Previous experience in the healthcare sector
Experience of promoting products and services to existing and potential customers, Customer Focus
Building strong customer relationships and delivering customer-centric solutions. Manages Complexity Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Drives Results Consistently achieving results, even under tough circumstances. Collaborates Building partnerships and working collaboratively with others to meet shared objectives. Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Instils Trust Gaining the confidence and trust of others through honesty, integrity, and authenticity. Nimble Learning Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder. Being Resilient Rebounding from setbacks and adversity when facing difficult situations.

At Eakin Healthcare, care is at the heart of everything we do. We are a family-owned global medical device company driven by a simple vision: Where Care Leads, Hope Follows. For more than 50 years, we've been developing innovative healthcare solutions that make a meaningful difference to the lives of patients around the world. Today, our team of over 700 colleagues operates across three UK manufacturing sites, 12 international sales and distribution centres, and exports to more than 60 countries worldwide. From market-leading Ostomy and Respiratory therapies to our trusted Respond home delivery service, we're committed to improving lives through innovation, quality and exceptional care. We don't just care for the people who use our products and services, we care for our colleagues too. That's why we're proud to be recognised as a Great Place to Work, creating an environment where people can thrive, grow and make a real impact. If you're looking for a career with purpose, where your work matters and your contribution is valued, we'd love to hear from you.

WHY JOIN US? We're good at what we do - come and join us and you can benefit from: