Customer Support Administrator

Cencora; Newcastle; On-site; GBP 18,000 - 24,000; Full time

Job summary

Cencora in Newcastle is seeking a Customer Support Administrator to join our warehouse operations team. You will interact with Alliance Healthcare customer services, answer questions, take orders and resolve problems to ensure smooth service.

The role requires at least 1 year in a contact centre or customer-facing role, strong typing, clear verbal communication and attention to detail. You will work with colleagues across warehouse, transport and inventory to support customers and maintain high

Qualifications

• At least 1 year experience in a contact centre or customer-facing role.
• Ability to prioritise workload and meet targets.
• Good typing skills, verbal communication and attention to detail.
• Able to handle challenging behaviour from customers.
• A-Levels or equivalent level of education preferred.

Responsibilities

• Resolve common and complex customer issues by following laid down procedures.
• Process orders, contract prices, to-follows, special orders and queries.
• Follow site procedures relating to missing claims and returns.
• Manage urgent order requests.
• Advise manager when special action is required.
• Respond to POD queries and coordinate with the transport department.
• Collaborate with customer service, warehouse, transport and inventory teams.
• Maintain follow-up on problems requiring special handling (expiry checks, authorisations, etc.).
• Provide customer care at a high level to ensure satisfaction.
• Cover other operational duties in the warehouse.

Skills

Typing skills

Verbal communication

Attention to detail

Dealing with challenging behaviour

Education

A-Levels or equivalent

Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Job Details

Job Description

Job Title: Customer Support Administrator

Department: Section 1

Location: Newcastle

Reports To: Warehouse Operations Manager

Job Purpose:

The Customer support administrator will interact with Alliance Healthcare customer services and will be responsible for answering questions, solving problems, handling complaints, taking orders and promoting products and services.

Key Accountabilities

All staff are expected to understand the principles of Good Distribution Practice of Medicinal products for Human use (2013/C 68/01) which is reflected in our SOP – REF Chapter 1 AHDL GDP 1.1. It will be a requirement for all staff to be trained in this SOP and have an annual refresher. All other GDP training will be job specific and as per your personal training matrix.****

These are the significant elements of the role:

• Resolving common and complex issues by determining the need of the customer and immediately offering favourable solutions within laid down procedures

• Orders, contract prices, to-follows, special orders, warehouse and delivery errors, missing lines, transfer orders and administration queries

• Follow all site procedures relating to missing claims and returns

• Manage urgent order requests

• Advise manager when special action is required.

• Respond to POD queries, maintain communication with transport department

• Collaborating with a network of customer service agents, warehouse, transport and inventory department to discuss any queries and issues

• Maintaining contact and following up on problems that required special handling (urgent order requests, expiry date check, issuing authorisation to uplift restricted items, dealing with Boots Photo enquiries, returns chases, etc.)

• Other clerical duties as assigned

• Be familiar with Hospital/Retail initiatives

• Providing assistance and support to Customer Services

• Advising manager when special action is required

• Ensuring the accurate recording of all Alliance Healthcare measures as required

• Maintaining standards in accordance with Health & Safety policy

• Completing all administrative tasks to ensure compliance with company procedures

• Providing customer care at the highest level to ensure maximum customer satisfaction

.

Skills and Experience

You’ll need at least 1 years’ experience in a contact centre or customer-facing role. As well as this, you’ll need to be able to prioritise your own workload and work confidently and quickly to set targets. Good typing skills, verbal communication and attention to detail are also essential. At times you’ll be dealing with customers, so being able to deal with challenging behaviour is a must-have. A-Levels or equivalent level of education is preferred.

Manual Handling

It should be noted that manual handling tasks such as lifting and bending are “essential requirements” of this role.

Whilst Alliance Healthcare is committed to developing positive policies to promote equal opportunities in employment, we have a duty of care to ensure we do not instigate or worsen any conditions that would prevent the employee from carrying out manual handling duties.

On that basis, for this role we cannot make “reasonable adjustments” for any applicant who is unable to carry out such duties. If you are unsure as to whether this applies to your application, you must detail on your application form and discuss at interview any information you feel may be relevant.

Existing employees should keep their line manager informed of any changes that may affect their ability to carry out such duties.

Key Dimensions:

No managerial responsibility

Key Working Relationships:

Team Leader

Team Members

Shift Manager

Customer Services Department

Inventory Department

Transport Department

Level of Decision Making:

The administrator may be required to work un-supervised

Additional Information:

You will be required to cover other operational duties in the warehouse

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: Alliance Healthcare Management Services Limited

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [e-mail]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned