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

Uniphar – Who we are

With a workforce of more than 3000 employees spread across Ireland, United Kingdom, Mainland Europe, MENA, and the USA, Uniphar is a trusted global partner to pharma and MedTech manufacturers, working to improve patient access to medicines around the world. Uniphar provides outsourced and specialized services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our highly expert teams. Uniphar is organised into three key divisions: Supply Chain Retail & On Demand, Uniphar Med Tech and Uniphar Pharma.

Supply Chain & Retail

Supply Chain Services provides both pre-wholesale and wholesale distribution of pharmaceutical, healthcare and animal health products to pharmacies and hospital nationwide. The business supports a diverse customer base through the provision of strong service levels coupled with innovative commercial initiatives. In addition, the business provides services and supports that help independent community pharmacy to compete more effectively in an increasingly difficult environment and runs a network of Uniphar-owned pharmacies under the Life, Allcare, McCauleys and Hickeys symbol brands.

Pharma – On Demand

The On-Demand business is a specialist medical supply business that sources and distributes pharmaceuticals, medical equipment, and consumable supplies to healthcare professionals in over 160 countries worldwide. We have offices in Ireland, UK, Europe, USA and New Zealand. The company’s main divisions encompass everything from International Sales through Sales to NGO’s and Charities, Clinical Trials Supply, Imported (Unlicensed Medicines), Sexual Health Supplies, and the storage and distribution of medical products and devices for third parties.

Click here to find out more: About Us - Who we are | Uniphar

Culture at Uniphar

Uniphar is a combination of many businesses each with its own identity, culture, values, and ways of working. Our overarching culture narrative is inclusive of each of these stores. Uniphar lives and breathes four key pillars which unpin and support our culture.

We have a people first approach - we do the right thing. We support entrepreneurial spirit where adaptability, commitment & resilience is embodied in our way of working. We have a Common Purpose that connects our diversified businesses and people. Finally, Trust is at the heart of how we operate.

Everything Uniphar does is enabled by our people and as we continue to grow domestically and internationally, we become more diverse. This diversity fuels our business and culture.

Sustainability

Sustainability is at the core of what we do and is deeply embedded in our business strategy. We want to contribute positively to the people and the world around us. Running our business in a sustainable way ensures that Uniphar will continue to prosper in the long-term. We are focused on ensuring that each of the five pillars of our sustainability strategy are a fundamental part of our decision-making process.

Customer Service Representative

Job Description