Customer Success Assistant

Inizio Engage; Ashby-de-la-Zouch; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Sanofi Vaccines is seeking a Customer Success Assistant to manage multiple inboxes (Customer Service, Flu, Vaxishop, General Medicines) and to handle calls and chats from UK/IRE customers. You will provide exceptional service for vaccine and general medicines inquiries and support orders, pricing, and deliveries.

Hybrid role based in Ashby De La Zouch requiring a graduate-level background and strong IT skills. ABPI preferred, with SAP and Veeva familiarity to follow internal SOPs and processes.

Qualifications

• Educated to graduate level in life sciences or business.
• ABPI certification is preferable or obtainable within one year.

Responsibilities

• Manage Customer Service inbox, Flu inbox, Vaxishop inbox and General Medicines inboxes.
• Take incoming calls and chats from Sanofi Vaccines and General Medicines UK/IRE customers as required.
• Provide exceptional customer service by handling inquiries on product information, pricing, orders, deliveries and invoices.
• Advise on supply caps and obtain approvals per SOP for orders exceeding caps.
• Resolve queries and complaints with timely follow-up and customer satisfaction.
• Support customers with microsites and relay feedback to Marketing when needed.
• Identify sales leads for follow-up by contact centre or field sales teams.
• Coordinate meetings with Sanofi Vaccines colleagues when needed.

Skills

Graduate level

ABPI preferable

Confident IT user

Good written and spoken English

History of achieving business targets

Experience dealing with HCPs

Education

Graduate degree in life sciences or business

Tools

SAP

Veeva

Job description

Role: Customer Success Assistant
Hours: Full time
Location: Ashby De La Zouch (hybrid)
Reporting to: Business/Project Manager
Job Purpose
Primarily to manage the Customer Service inbox, Flu inbox, support Vaxishop inbox and General Medicines inboxes.
To take incoming calls & chats from the Sanofi Vaccines and General Medicines UKIRE customer base as and when required.
Provide an exceptional customer service experience by managing inbound and outbound interactions with Sanofi Vaccines and General Medicines existing customers and enquiries from third parties.
Where appropriate, support customers with Sanofi Vaccines and general medicines service range of licensed products in a non-promotional capacity.

Key Responsibilities

CUSTOMERS

• Provide an exceptional customer support service, processing all inbox queries, inbound calls, vaccine orders and General medicines queries. Duties to include but not limited to:
• Responding to incoming calls, click to chats and emails from customers from both vaccines and general medicines business units
• Answering enquiries regarding product information, pricing, supply updates, deliveries, proof of delivery requests, requests for copy invoices, statements, payment refunds
• Advise customers on supply caps and seek approval in accordance with the Sanofi Vaccines SOP on orders placed that exceed caps
• Handle queries and complaints, provide solutions and follow up to ensure resolution on a timely basis and to the satisfaction of the customer
• Answer first line product enquiries in line with the approved medical database
• Provide support to customers with the use of all microsites and forward feedback to the Marketing team when necessary
• Identify sales leads to follow up by the contact centre or field-based sales teams as appropriate
• Process material requests as requested and signpost to relevant systems when needed
• When required to do so, contact existing and/or potential customers and/or stakeholders to arrange meetings with Sanofi Vaccines colleagues
• When required to do so, contact existing and/or potential customers and/or stakeholders for the purposes of gathering market, environment and/or customer information

ORDER ENTRY & ADMINISTRATION

• Record all sales and order information for Head Office use
• Take and manage all product orders in accordance with the relevant Sanofi Vaccines SOP
• Manage all Vaccine Standing Orders in accordance with the relevant Sanofi Vaccines SOP
• Manage, amended and cancelled orders in accordance with the relevant Sanofi Vaccines SOP
• Consult with relevant Sanofi Vaccines team members regarding blocked orders relating to Validation or Credit limit issues
• Consult with Sanofi Vaccines nominated distribution provider to resolve customer queries in relation to delivery timings and schedules

INFORMATION & COMMUNICATION

• Keep accurate records of all correspondence with customers within 24 hours and record into appropriate systems
• Coordinate communication with all stakeholders across the business to ensure all business leads or interests are dealt with effectively and efficiently in a timely manner
• Pass information to the appropriate team member regarding new, reopened or change of name account requests & other customer master data amendments
• Ensure that all customer feedback regarding Vaxishop is relayed to the Vaxishop Coordinator on a timely basis
• Ensure that any information in relation to a potential adverse event is transmitted to the Sanofi Vaccines UK Pharmacovigilance Department in line with the SOP
• Conduct all activities in accordance with the current ABPI Code of Practice where relevant
• Communicate effectively with the wider field-based sales force when required
• Attend regional or national meetings as and when required

Qualifications & Skills

• Educated to graduate level (relevant life sciences or business/commercial course)
• ABPI – preferable to have upon commencing role, if not must have obtained within one year of commencing role
• Confident IT user
• Evidence of good written and spoken English
• Demonstrable history in achieving business related targets
• Positive customer service attitude
• Experience of dealing with HCPs – preferable
• SAP and Veeva experience – preferable

Key Deliverables

Minimum standard inputs for productivity:

• Be on time and intuitive to take any calls, chats & email queries for both BU’s as part of the wider IB team at all times of the day
• AWT <20 seconds
• Attempt to gain customer ePermission with all accounts
• Attempt to gain flu contact with all flu accounts
• GB Customer service and Flu inbox to be responded to within 24 hours

Admin and Customer Follow Up:

• Admin tasks delivered on time
• All systems updated by the last working day of the month if not before

Compliance (all the below to be completed by the due date)

• iLearn
• IRIS
• Vita
• SAP
• Requirement to train others up to the acceptable standard for taking customer queries
• Flexibility to move around services during the working day to meet customer needs

Core Competencies

Drives Accountability

• Holds self-accountable for delivering results and producing work of high quality
• Possesses a ‘right first time’ ethos and finds ways to exceed expectations
• Displays continuous improvement mind-set in all aspects of work
• Seeks ways to understand and learn from mistakes

Customer Focus

• Puts the customer first
• Upholds all responsibilities and obligations for internal and/or external customers
• Has high ethical standards and is honest in dealing with others

Teamwork

• Works in diverse teams with ease, valuing mix of styles, perspectives, and experience
• Excellent interpersonal and communication skills
• Gets the best from other teammates by listening, encouraging others, and knowing when own contribution is required
• Is excited about the opportunities presented by change
• Seeks new and better ways of doing things
• Comes to situations with ideas and solutions to address issues
• Asks questions to gain clarity

Business & Organisational Awareness

• Understands how own contribution contributes to results
• Builds a network of useful contacts to help get things done more efficiently
• Is initiative-taking and anticipatory with solutions to problems in the business
• Seeks to stretch own capability, willing to operate outside of comfort zone

Action Oriented

• Is engaged and enthused about work
• Takes initiative and does not wait to be asked
• Displays a can-do attitude in good and tough times

Develops Capability & Talent

• Open to learning, adapting, and identifying opportunities for self-development
• Seeks feedback to improve performance
• Proactively looks for exposure to new aspects of the job
• Listens and wants to grow

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Customer Success Assistant • Ashby De La Zouch, United Kingdom