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- Order entry.
- Cancelling down out of stocks for distributors and creating new orders
- Dealing with customer delivery queries
- Dealing with pricing queries
- Dealing with product queries
- Dealing with sales team queries
- Account administration.
- Global Shop / WMS order completion
- WMS pick list production
- Booking delivery slots & documentation
- Fulfilling e-direct orders and documentation for healthcare
- Completing export documentation and manages the distributor fulfilment process (specific by distributor)
- Completing dangerous goods documentation
- Re-booking pickup and delivery slots when deliveries are refused.
- Cost control
- Samples and trial product administration (moving to tracking)
- Updating commercial forecast file following alignment with customer / distributor forecasts.
- Liaising with distributor demand planning. Inventory checking and stock availability communication to NHS, customers and distributors.
- Order chasing.
- Tender response and collation of information
- Distributor set up administration.
- Pro-active order development (understanding product purchase trends and asking for orders)
- Aged stock promotion.
- Meetings with NHS and distributor planning functions.
- Change management (existing products specification changes and discontinuations communication)
- New business (small opportunities)
- Small distributor account management
- Sales support admin (Packaging forms, PDI set-up forms, NPD forms)
- Supporting CRM opportunity tracking and data integrity.
- Pricing administration
- Sees themselves as part of the branded team and part of the wider customer service team. A true team player
- Is experienced with dealing with customers, considered to be personable and focused.
- Is experienced with IT/systems use, with good Excel skills
- Has experience and capability of managing internal communications cross functionally.
- Is looking to continuously improve and can demonstrate ability to remain calm under pressure.
- Self-Management
- Adheres to health, safety and environmental policies and procedures to ensure safety and wellbeing self, other staff and visitors.
- Is assertive, optimistic, resilient and welcomes change.
- Engages interest and participation of others.
- Proactively contributes to the team.
- Is self-aware and has a collaborative approach to dealing with others.
- Is self-motivated and able to work under pressure.
- Knowledge of customer service operations
- Knowledge of sales processes
- Knowledge in sales and business development
- Knowledge in training and presenting
- Knowledge of healthcare useful but not essential
- Results orientation
- Idea generation – generating different approaches to issues
- Active listening – listening to what other people are saying and asking questions for clarification
- Critical thinking – using logic and analysis to define different approaches
- Sufficient understanding of product specifications to enable a detailed discussion with the customers
- Learning agility – the ability to learn from situations and adjust behaviour for improved outcomes
- Problem solving – keeping an open mind
- Organise daily tasks in order to optimise the time available
- Effectively manage customer demands to prioritise tasks at times of high demand
- Use computer packages proficiently– so can communicate effectively and understand how to manipulate data
- Prepare all work in an accurate and timely manner.
- Be flexible – in order to meet with customers, must be willing to adjust daily routine to facilitate responses
- Be able to deal with a number of tasks at any one time, including the management of projects in a timely fashion.
- Prepare reports as and when required – e.g. post visit reports.
- Maintain diary planner and ensure effective use of time
