UK_Customer Service Associate

Proclinical is seeking a dedicated Customer Service Specialist. This role focuses on managing customer orders, handling customer enquiries and resolving routine complaints and disputes. The successful candidate will also be involved in supporting internal and external audits and ensuring compliance with Global Distribution Practices (GDP).

Responsibilities:

• Understand and execute order management and customer enquiries processes in compliance with GDP.
• Receive and validate orders, then enter them into the SAP system.
• Inform customers about any product-related quality issues, recalls or hold situations.
• Handle customer backorders and returns, including entering into the system, obtaining necessary approvals, informing customers of decisions, and clearing logs.
• Monitor all open orders until completion and address exceptions.
• Archive order and delivery documents.
• Receive and answer customer contacts through phone, email, and fax, and record in call tracking tool.
• Route inquiries to related departments.
• Handle and resolve customer routine complaints and disputes, and route disputes to the proper channels.
• Determine root causes of disputes and inform customers of outcomes.
• Receive and resolve internal ad-hoc inquiries.
• Liaise with in-market teams to understand order requirements for new product launches and special orders.

Key Skills and Requirements:

• Proficiency in SAP system.
• Strong understanding of Global Distribution Practices.
• Excellent customer service skills.
• Ability to handle and resolve complaints and disputes.
• Ability to support internal and external audits.
• Excellent communication skills, both written and verbal.

If you are having difficulty in applying or if you have any questions, please contact Numhom Sudsok on n.sudsok@proclinical.com

Apply Now:

If you are interested in learning more or applying to this exciting opportunity, please complete the form below and attach a copy of your CV. Alternatively, for further details or to talk directly to a life sciences recruitment specialist, please request a call back at the top of this page.

Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.