Customer Services Advisor

Mawdsleys are a global pharmaceutical service provider offering a wide range of services to the pharmaceutical industry and healthcare sector. We are the largest independent pharmaceutical wholesaler in the UK with a fast growing international network supplying medicines to meet patient needs and providing a route to market for manufacturers. We are fully managed and regulatory compliant, sourcing imported medicines for specific patient needs. The company is experiencing growth at the moment, providing a much needed healthcare service.

Role Overview:

• This is a fast paced telephone based environment providing a positive, proactive and reactive customer experience to customers / clients / suppliers, (NHS Leads, Hospital procurement teams, Pharmacy staff, manufacturers, distributors, internal and third party logistics) strictly following MHRA regulations and GDP activity.
• Problem solving, query handling, data input form the basis of this role requiring a team member with a “hands on” approach, who has accurate attention to detail skills and who strives to fully complete tasks to their highest level.

Duties & Responsibilities:

• Providing excellent customer service to secondary care providers nationwide
• Proactive account management supporting the Regional Hospital account management team to maintain and improve customer experience / satisfaction
• Processing and management of incoming customer orders
• Efficient prompt attention and resolutions sought for inbound enquiries
• Goods receipt processing, liaising with suppliers re identified discrepancies. Working closely with internal procurement teams to ensure continuity of supply
• Generate and proof check Goods received reports
• Develop and maintain relationships with Hospital procurement teams, provide daily information on existing orders
• Quality management activity, dealing with service complaints
• To establish and maintain communication between different departments / depots / companies.
• Ensure all relevant SOPs are followed.

Person Specification: