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Customer Service Supervisor

Employer
Manpower
Location
Chester, Cheshire
Salary
£33000 - £36000/annum
Closing date
24 Dec 2020

View more

Job Sector
Customer Service
Contract Type
Temporary
Hours
Full Time
My client based in the Chester area are currently looking for a experienced customer service supervisor. They will need to have experience in the pharmaceutical industry, supervisor experience & Customer service/Order management experience.

Roles & Responsibilities

Ensure compliance with OTC policies, business rules and procedures, and comply with Global distribution Practices (GDP).
Lead the team in charge of the delivery of order management and customer service, ensuring specified services are provided to local markets at agreed operational level agreement.
Mastering the understanding of all SOP & OCD with their specificity's in order to troubleshoot all possible issues occurring during daily activities
Master the quality complaint procedure and adverse event as defined per SOP
Ensure that all Daily/weekly activities are performed by the team. Through business continuity monitor activities, review resource and workload to ensure that tasks are performed as per priority and to completion
Act as a second line escalation point for any issue that Customer service associates and senior customer service associates were not able to resolve. Coordinate effort in case of issue by delegating responsibilities among key stakeholders
Resolve any questions with front office teams over ownership of activities, support for new work, responsibility for ad-hoc/one-off efforts, etc.
Insure all customer interactions are managed in a timely manner and recorded accordingly in the CRM tool C4C. Monitor, identify and implement best practice and share across other team members/markets and functions.
Serve as escalation point within Capability Centre for the front office teams, BFS in-markets teams and other client organisations such as distribution, finance, legal, etc.
Ensure approbation on accepting incomplete or invalid orders, releasing blocked orders, accepting returns, and issuing credit notes based on GOA escalation from within CSA front office team
Implement and manage continuous improvement processes: propose continuous improvement to Operations Manager, act as organiser/coordinator for Testing/UAT Phase, actively share implementation result in terms of efficiency and best practice, monitor result and performance
Participate to the service management process including creation of regular service level reports and participation in regular/monthly/Quarterly country level service management reviews pertaining to front office responsibilities
Ensure resolution of issues raised by countries regarding Capability Centre support of front office activities
Participate to operations meetings with distribution / 3PL for business reviews
Actively promote O2C support function as one best of class service provider across matrix and other stakeholders by organizing and/or actively participating in regular touchpoint with In-market O2C, MSO and any other business partners. Act as subject matter expert, ensuring efficient meeting with minutes and action documented and followed up
Participate in any necessary recruiting and hiring required of the front office teams
Overall responsible to ensure the team is properly trained on all function processes and procedures, Assess regularly the level of understanding, identify knowledge gaps and take necessary action for further in depth training.
Ensure that Internal control reports are reviewed and approved in a timely manner. Report through documentation, root cause analysis and preventative actions any deficiency identified. Share lessons learned with other markets/functions
Understand customer qualification market specifics and provide Support for customer qualification process through the direct interaction with the customer
Monitor Customer qualification through CRM and ensure OM in time support to MD
Monitor all activities through reports and spot checks. Master all reporting and monitoring tools (SAP, C4C, etc.) but also through dedicated platform such as Tableau or Leapfrog. In case patterns and trends are detected, analyse and apply corrective actions in order to work more efficiently
Conduct regular 1to1 to review objectives and performance, continue to provide constructive feedback, ensure participation on ECC managers and other forums, understand and apply client policy on managing people
Discuss objectives and development plans with the individuals and team. Define SMART goals and set expectations for the short and long term.Qualifications & Education requirements

5+ years experience in Pharmaceutical Industry
5+ years of coordination/supervision experience
5+ years experience in customer service or order to cash related speciality
Fluent in English, any other European language would be an advantage (French and/or Dutch would be preferable but not mandatory)Required skills & experience

Strong coordination skills
Strong interpersonal and communication skills
Significant knowledge of order to cash, accounts receivable, customer service, collections, logistics and distribution
Ability to assess and promptly resolve problems
Strong quantitative and analytic skills
Ability to use SAP (SD module) and other Customer Service applications
Advance knowledge and use of office productivity tools (MS Office, Lotus Notes, etc.)Temp role for 12 months cover

Monday to Friday role - 08:00am to 16:00pm with potential overtime to fit around customer demands

Weekly pay

Pay dependant upon experience

Please apply with your CV attached if you are interested in this role

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