Customer Services Representative

Unipharmedtech; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the pharmaceutical sector is seeking a Customer Services Representative to enhance customer experience for international clients. The role involves supporting the sales team, managing customer orders, and ensuring compliance with regulations. The ideal candidate will have strong IT skills, excellent communication abilities, and a minimum of three years in a customer-facing role. This position offers a flexible hybrid working model based in Hayes, UK.

Qualifications

• 3 years minimum experience in a customer-facing/service role.
• Understanding of domestic supply and UK importation of unlicensed medication.

Responsibilities

• Support the sales team to provide a best-in-class customer experience.
• Ensure customer orders are managed appropriately within specified SLA.
• Collaborate with internal divisions to ensure compliance with GDP practices.

Skills

IT skills

Communication

Teamwork

Tools

MS Office

Excel

PowerPoint

Job description

Customer Services Representative page is loaded

Customer Services Representative

Apply locations Hayes - Office time type Full time posted on Posted 2 Days Ago job requisition id JR-0000005037

Company: Uniphar Group

Division: On - Demand

Department: International Sales

Role: Customer Services Representative

Reporting line: Samantha Michael

Primary Location: Hayes - UK

Uniphar – Who we are

With a workforce of more than 3000 employees spread across Ireland, United Kingdom, Mainland Europe, MENA, and the USA, Uniphar is a trusted global partner to pharma and MedTech manufacturers, working to improve patient access to medicines around the world. Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our highly expert teams. Uniphar is organised into three key divisions: Supply Chain Retail & On Demand, Uniphar Med Tech and Uniphar Pharma.

Supply Chain & Retail

Supply Chain Services provides both pre-wholesale and wholesale distribution of pharmaceutical, healthcare and animal health products to pharmacies and hospital nationwide. The business supports a diverse customer base through the provision of strong service levels coupled with innovative commercial initiatives. In addition, the business provides services and supports that help independent community pharmacy to compete more effectively in an increasingly difficult environment and runs a network of Uniphar-owned pharmacies under the Life, Allcare, McCauleys and Hickeys symbol brands.

Pharma – On Demand

The On-Demand business is a specialist medical supply business that sources and distributes pharmaceuticals, medical equipment, and consumable supplies to healthcare professionals in over 160 countries worldwide. We have offices in Ireland, UK, Europe, USA and New Zealand. The company’s main divisions encompass everything from International Sales through Sales to NGO’s and Charities, Clinical Trials Supply, Imported (Unlicensed Medicines), Sexual Health Supplies, and the storage and distribution of medical products and devices for third parties.

Click here to find out more: About Us - Who we are | Uniphar

Culture at Uniphar

Uniphar is a combination of many businesses each with its own identity, culture, values, and ways of working. Our overarching culture narrative is inclusive of each of these stores. Uniphar lives and breathes four key pillars which unpin and support our culture.

We have a people first approach - we do the right thing. We support entrepreneurial spirit where adaptability, commitment & resilience is embodied in our way of working. We have a Common Purpose that connects our diversified businesses and people. Finally, Trust is at the heart of how we operate.

Everything Uniphar does is enabled by our people and as we continue to grow domestically and internationally, we become more diverse. This diversity fuels our business and culture.

Sustainability

Sustainability is at the core of what we do and is deeply embedded in our business strategy. We want to contribute positively to the people and the world around us. Running our business in a sustainable way ensures that Uniphar will continue to prosper in the long-term. We are focused on ensuring that each of the five pillars of our sustainability strategy are a fundamental part of our decision-making process.

The Role

This is a customer service role, focused on ensuring consistent exemplary customer experience is provided to our International customers. Working with the sales team, the Customer Service Representative will, through urgency, quality and reliability, deliver value to our customers in need of access to medicines on a global scale, enabling Durbin, Part of the Uniphar Group, to become the number 1 supplier of choice for International Sales/Exports via our UK Head office.

Key Outcomes

• Supporting the sales team to provide a best-in-class customer experience, while aligning to business strategies and objectives with a focus on maximising value within Key Markets.
• Ensure customer orders are managed appropriately within specified SLA.
• Establish a working relationship with the Procurement and sales teams. Monitor backorders and track shipments where required so we can ensure high customer service expectations are met.
• Collaborating with internal divisions to ensure all relevant paperwork and documentation are in place to comply with GDP practices whilst supporting and driving all regulations in force relating to the supply of medicines and medical devices.
• Supporting product set up’s on ASC, following guidelines on product set up’s, and managing master data.
• Support on setting up new customers including annual validation, following through with QA and Finance.
• Any other duties that may arise relating to the support of the account managers to drive growth and profitability.

Administration & Finance

• Support the sales team in achieving performance against agreed budgetary targets.
• Ensure all customer details are up to date across the company systems.

Qualification, Experience & Skills Required

• An understanding of the domestic supply and UK importation of unlicensed medication.
• Prolific IT skills (MS Office, Excel, PowerPoint etc).
• 3 years minimum experience in a customer-facing/service role.

Competencies

• Positive can-do attitude.
• Ability to work on own initiative.
• Communicates in a professional manner and effectively manages customer liaison.
• Works well within a team, flexible and willing to share the workload both ways.
• Demonstrates ambition and initiative in their work.
• Open to change in a fast-moving industry and to new learning.
• Be results orientated to achievement of team budget.
• Be supportive of colleagues in a team environment.
• Should adhere to the service values of Durbin On Demand.
• Excellent communications skills including verbal, written and presentational.
• Ability to learn new business processes and operate training provided on new IT applications.

This role will be based in our office in Hayes where a flexible hybrid working model is also available. It’s important to achieve the right balance between face-to-face interactions with virtual working over the long term. Moreover, there will be flexibility required to interact with colleagues (i.e., it’s not a ‘9 to 5’ type of job). In return for your flexibility, you will be joining an environment that understands how inter-twined work and life have become - and both the benefits and challenges that brings - and therefore offers a flexible, progressive way of supporting it.

If you believe that you meet most of the criteria above, we encourage you to apply. We are an equal opportunities employer and will ensure any reasonable accommodations are implemented