Customer Service Advisor

Movianto / Yusen Group; Haydock; On-site; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Discounted gym memberships

33 days annual leave (incl. bank hols)

Holiday Purchase scheme

Flexible pay through Wagestream

Life Assurance

Employer Pension contribution up to 4%

Simply Health access

24/7 GP, physio, counselling via EAP

Cycle to Work scheme

MyRewards platform access

Job summary

Movianto is hiring a Customer Service Advisor to proactively resolve queries from a select portfolio of Key Accounts. You will log, investigate and resolve calls and emails, coordinating with internal teams to identify root causes and restore service quickly.

The role emphasizes strong communication, accuracy, and adherence to Movianto UK SOPs. Working on a 12 month fixed-term contract, you will typically work on weekdays, with a focus on maintaining high service standards, data integrity, and

Qualifications

• Previous Customer Service experience ideally in a B2B environment.
• Able to investigate and identify root causes of service failures.
• Strong written and verbal communication skills.

Responsibilities

• Be the first point of contact for queries via telephone and email.
• Log, investigate and resolve queries promptly to meet SLAs.
• Update clients on investigation status and progress.
• Collaborate with Warehouse & Transport to identify root causes of issues.
• Record and process Goods Uplift/Returns; log Adverse Drug Reactions.
• Maintain all case files and client KPIs with accuracy.

Skills

Customer service

B2B support

Root cause analysis

CRMs (Salesforce)

Communication skills

Data entry

Teamwork

Time management

Microsoft Office

Tools

Salesforce

Microsoft Office

Job description

Are you a Customer Service Advisor looking for a new opportunity? Do you want to make a real impact in healthcare? Movianto, You will be responsible for proactively resolving Customer Services queries from a select portfolio of Key Accounts. You will receive queries via telephone and email which must be logged, investigated and resolved as quickly and efficiently as possible. Liaising with Clients & Customers you will investigate and identify the root cause of any Service failures ensuring that all service is resumed as soon as possible. Working closely with the Internal Key Account Manager and your wider team you will be the voice of the Customer and have a passion for exceeding expectations How you’ll make an impact as a Customer Service Advisor at Movianto:

• Be the initial point of contact for Customer Service queries received by telephone and email, record information accurately on Salesforce CRM.
• Ownership of queries from start to finish- investigate and resolve
• Update Clients on investigation status and progress.
• Liaise with Warehouse & Transport teams to investigate the root cause of any service issues
• Record and process Goods Uplift/Returns, Log Adverse Drug Reactions.
• Proactively manage all open cases ensuring resolution within Movianto SLAs.
• Support the Internal Key Account Manager, providing information when required.
• Monitor Critical Consignment deliveries and contribute to process improvements while adhering to quality standards
• Maintain administration, filing & Client specific KPI's.
• When required attend internal and external Customer conference calls/meetings to discuss Customer Service issues.
• Identify and escalat any potential financial loss issue within the business.
• To ensure all applicable Company Quality procedures are adhered to.
• To undertake any reasonable request that may be required from the business
• Previous Customer Service experience ideally in a B2B Customer Service team
• Able to conduct investigations to identify root cause analysis of any service failures
• Good communication skills both verbally and in writing
• A professional and courteous telephone manner
• Competent in the use of Microsoft packages with strong typing skills
• Able to work under pressure and to strict deadlines
• Excellent organisational skills with the ability to prioritise workload
• Good attention to detail with strong accuracy and data entry skills
• Passionate about good Customer Service
• Able to work effectively as a team or individually
• Ability to identify preventative & corrective actions
• Trend analysis of service failures
• Working knowledge of Movianto UK SOP's

Movianto is a leading pharmaceutical supply chain solutions partner offering best-in-class logistics quality for the pharmaceutical, biotech, medical device and diagnostic industries.

This is a 12 month fixed-term contract. You will be working Monday to Friday (37.5 hours per week) and will be paid £26,855.96 per annum.

• No weekend or bank holiday working
• Discounted gym memberships
• 33 days annual leave (including bank holidays)
• Holiday Purchase scheme
• Flexible pay through Wagestream
• Life Assurance
• Up to 4% Employer Pension Contribution
• Access to Simply Health
• 24/7 GP, physiotherapy and counselling through our EAP service
• Cycle to Work scheme
• Access to MyRewards, a benefits platform