Key Account Executive

Movianto / Walden Group; Blackbrook; On-site; GBP 25,000 - 30,000; Full time

Job summary

A logistics solutions provider in England is seeking a Customer Service Advisor to handle queries from Key Accounts via phone and email. Responsibilities include investigating delivery issues, updating clients, and collaborating with internal teams to enhance service quality. Ideal candidates will have B2B customer service experience, strong communication skills, and attention to detail. Work-life balance is emphasized with no weekend shifts and generous annual leave.

Benefits

No weekend or bank holiday working

Discounted gym memberships

33 days annual leave

Flexible pay through Wagestream

Life Assurance

Qualifications

• Previous B2B customer service experience is essential.
• Strong communication and professional telephone skills are crucial.
• Ability to conduct root cause analysis of service failures.

Responsibilities

• Serve as the first point of contact for Customer Service queries.
• Investigate and resolve issues promptly, managing expectations.
• Collaborate with Warehouse & Transport teams to resolve failures.

Skills

B2B Customer Service experience

Strong communication skills

Attention to detail

Proficient in Microsoft packages

Strong organizational abilities

Job description

You will be responsible for resolving Customer Service queries from a portfolio of Key Accounts via phone and email. Investigate and resolve issues promptly, identifying root causes of service failures and ensuring swift resolution. Collaborate with the Internal Key Account Manager and team to represent the customer and exceed expectations. Record all interactions in the CRM system for traceability. Timely resolutions are crucial to prevent any adverse impact on patients due to service delays or failures.

How you'll make an impact as a Customer Service Advisor at Movianto:

• Serve as the first point of contact for Customer Service queries via phone and email, logging details in Sunrise CRM.
• Take full ownership of queries, investigating and resolving issues like late/damaged deliveries, temperature excursions, and shortages.
• Regularly update clients on the status and progress of queries, managing expectations effectively.
• Collaborate with Warehouse & Transport teams to identify and resolve service failures, implementing corrective actions.
• Process Goods Uplift/Returns, Order Upgrade Requests, and log Adverse Drug Reactions/Product Complaints in line with procedures.
• Support the Internal Key Account Manager, attend meetings, monitor critical deliveries, and contribute to process improvements while adhering to quality standards.

Requirements:

• Previous B2B Customer Service experience, with strong communication and professional telephone skills.
• Ability to investigate and perform root cause analysis of service failures, with strong attention to detail and data entry skills.
• Proficient in Microsoft packages, with excellent typing skills, organizational abilities, and the capacity to prioritize workload under pressure.
• Demonstrates a commitment to high-quality work, customer satisfaction, and collaboration with teammates and external stakeholders.
• Willing to adapt to new approaches, provide constructive feedback, and contribute to trend analysis, identifying corrective actions where needed.

Movianto is a leading pharmaceutical supply chain solutions partner offering best-in-class logistics quality for the pharmaceutical, biotech, medical device and diagnostic industries. Movianto / Walden Group is an equal opportunity employer. All tasks must be carried out in compliance with the company and country legislation and practices, health and safety at work and environment guidelines relevant to the market in which the role is operational in.

Benefits:

• 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