Key Responsibilities Manage Customer Services, logistics/warehouse & pricing, tender and corporate account adminMaintain a full understanding of the companys quality standards and expected standard of serviceContinually strive for Customer Service Excellence, ensuring the customer experience is optimisedParticipate and support business in audits and supplier quality reviewsOverall responsibility for the full order entry to cash processEnsure customer enquiries are responded to in a timely mannerEnsure all customer order delivery dates are achieved on time and in fullManage customer complaints and warranty claims within agreed timeframesOverall responsibility for organising and managing couriers for all outgoing deliveries and incoming returns from S/R and ConsignmentManagement of sale or return process, striving to reduce % of product returned outside of termsCo-ordination of consignment stocks management, reconciliation and associated processesEnsure accurate stock records for finished product stock held for direct marketDevelop and build relationships with customersFirst point of contact for Sales team support & provide reports on customer operations KPIsMonitor and highlight demand changes and provide input into planning cycleTender Process ManagementBuild a bank of standard tender responses, striving to improve response scores for every tenderEnsure internal compliance with SPS initiatives i.e. Evergreen, Modern slavery, carbon reductionEnsure processes and responses are managed to achieve SPS timescalesOwn tenders email inbox and manage multiple SPS portalsPricing Management manage the process to ensure timely and effective price increasesOwn the pricing trackerBeing the custodian of start and end dates for customer pricingOther Projects i.e. AX Fields pricing project finalise and manageTo undertake any other reasonable duties as directedQualifications / Experience 5 years experience in a Customer Services environment, preferably in a life sciences sector.Experience of day-to-day organisation of couriers for next day delivery purposes3-5 years experience of supervisory, including team and individual performance managementGood business understandingStrong team playerAbility to work well under time pressure and balance multiple business prioritiesStrong attention to detail along with organisational follow-through skillsComputer literate with experience in using Microsoft Office suite (Word, Excel PowerPoint)Experience in working with ERP systems with a working knowledge of Microsoft AX Dynamics desirableKnowledge and experience in utilising problem-solving techniquesExcellent written and verbal communication and presentation skillsPositive, Can-do attitude
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