Customer Service Representative

Unipharmedtech; The Municipal District of Greystones; On-site; EUR 26,000 - 38,000; Full time

Job summary

Uniphy Group is seeking a Customer Service Agent to manage customer calls, order processing, and resolution of queries. You will use the CRM tool to record interactions, advise on product availability, and ensure accurate processing with a focus on customer satisfaction.

The role involves working within a fast-paced environment, meeting KPI targets, and contributing to continuous improvement of service processes.

Qualifications

• Experience in customer support and order management.
• Strong communication and interpersonal skills.
• Ability to analyse problems and provide practical solutions.

Responsibilities

• Process orders via Telephone, Email, Fax and Reps Orders.
• Update customers on product availability and delivery schedules.
• Log and resolve customer queries using the CRM tool and follow up.
• Assist customers with queries regarding their financial accounts.
• Highlight delays to Team Leader and adhere to procedures.

Skills

SAP

CRM

MS Office

Market knowledge

Analytical thinking

Communication skills

Empathy

Team player

Tools

BCT CRM System

Job description

Position: Customer Service Agent Location/Department: Uniphar Group Customer Service Reporting to: Customer Service Team Leader

We are currently recruiting for a Customer Service Agent within Uniphar Group, Supply Chain and Retail Division.

Objective

We 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 & RESPONSIBILITIES

• Order processing, including Telephone, Email, Fax Orders, including Reps Orders, Credits and Debits
• Advise customers of current Uniphar Group product availability, and order delivery schedules
• Resolve 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 customer
• Use our CRM tool (BCT) to record, resolve and enhance the customer experience
• Assist Customer’s with queries regarding their financial accounts
• Highlight any delays in processes or orders to your Team Leader or Manager
• Ensure accuracy at all times, minimising the impact of error
• Operate at all times in a proactive manner complying with Company set procedures
• Achieve Weekly and Monthly KPI’s by delivering agreed targets as set by your Team Leader and Manager
• Contribute towards department objectives in line with the overall business strategy
• Ad hoc duties as directed by Team Leader and Manager

QUALIFICATION, EXPERIENCE AND SKILLS REQUIRED

• SAP and CRM Experience
• Proficient in Microsoft Office Applications
• Market and product knowledge is an advantage
• Proactive, analytical and pragmatic approach to problem solving
• Able to work in a fast-paced environment
• Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
• Demonstrate strong interpersonal skills, written and oral communication skills

COMPETENCIES

• An 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 essential
• Excellent time management skills

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.