Customer Service Representative

Unipharmedtech; Rathcoole; On-site; EUR 30,000 - 40,000; Full time

Job summary

Uniphar Group is seeking a Customer Service Agent to manage order processing and customer inquiries in a fast-paced environment. You will handle telephone, email and fax orders, provide product availability updates, and ensure timely resolution of issues using the CRM system.

The role emphasizes proactive problem solving, strong communication, and collaboration with multiple teams to support KPI targets and departmental objectives.

Qualifications

• CRM experience required.
• Proficient in Microsoft Office Applications.
• Market and product knowledge advantageous.
• Proactive, analytical and pragmatic approach to problem solving.
• Demonstrate strong interpersonal, written and oral communication skills.

Responsibilities

• Order processing via Telephone, Email, Fax and Reps Orders.
• Advise customers of current product availability and delivery schedules.
• Log customer queries in CRM and ensure resolution and communication to customer.
• Assist customers with queries regarding their financial accounts.
• Highlight delays in processes or orders to Team Leader or Manager; meet KPI targets.

Job description

Position: Customer Service AgentLocation/Department: Uniphar Group Customer ServiceReporting to: Customer Service Team LeaderWe are currently recruiting for a Customer Service Agent within Uniphar Group, Supply Chain and Retail Division.ObjectiveWe are looking for a highly motivated, professional customer service agent, with a track record in customer support. The candidate should be capable of managing customer calls, order management and successful resolution of customer queries.The successful candidate should be able to provide input and suggestions for improving practices and processes within the team, to enable excellent customer service and satisfaction at all times.MAIN DUTIES & RESPONSIBILITIESOrder processing, including Telephone, Email, Fax Orders, including Reps Orders, Credits and DebitsAdvise customers of current Uniphar Group product availability, and order delivery schedulesResolve product or service queries by logging the customer's query, selecting the best solution type to solve the problem and following up to ensure the resolution is in place and communicated to the customerUse our CRM tool (BCT) to record, resolve and enhance the customer experienceAssist Customer’s with queries regarding their financial accountsHighlight any delays in processes or orders to your Team Leader or ManagerEnsure accuracy at all times, minimising the impact of errorOperate at all times in a proactive manner complying with Company set proceduresAchieve Weekly and Monthly KPI’s by delivering agreed targets as set by your Team Leader and ManagerContribute towards department objectives in line with the overall business strategyAd hoc duties as directed by Team Leader and ManagerQUALIFICATION, EXPERIENCE AND SKILLS REQUIREDSAP and CRM ExperienceProficient in Microsoft Office ApplicationsMarket and product knowledge is an advantageProactive, analytical and pragmatic approach to problem solvingAble to work in a fast-paced environmentAble to respond flexibly and empathetically to customer needs, managing their expectations effectivelyDemonstrate strong interpersonal skills, written and oral communication skillsCOMPETENCIESAn understanding of commercial supply chains an advantage – how products move from Manufacturers to Pre-wholesalers, to Wholesalers and eventually to end customers and the process steps in between.A genuine team player, who enjoys helping customers and working with multiple business teams.Excellent telephone manner and communication skills essentialExcellent time management skills