Customer Service Advisor
vor 4 Wochen
At Eakin Healthcare we put our patient at the heart of everything we do.
Fifty years ago, it all started with one man's mission: pharmacist, Tom George Eakin. He saw his patients struggling with leaking urostomy pouches and decided enough was enough. He got to work and formulated what would become the game-changing, eakin Cohesive seal.
Fast forward to today, and we're still keeping it in the family. We've grown a lot since then, both organically and through acquisitions. We now have a team of over 700 colleagues across three manufacturing sites and 12 sales and distribution centres. We're making a difference in three therapeutic areas:
OstomyRespiratorySurgicalWe're proud to export our innovative products to over 60 countries through a network of 40 distributors plus our own offices in Japan, The Netherlands, France, Germany, Belgium and Luxemburg.
We're good at what we do – come and join us
Blended WorkingBonus25 days holiday plus bank holidays (rising to 28)Option to buy holiday daysHealth Cash PlanPensionLife AssuranceEnhanced Maternity/PaternityCycle to Work SchemeReferral SchemeLong Service AwardsABOUT THE ROLE As a Customer Service Advisor you will provide the best possible customer service to our customers, contributing towards the success of the business by going above and beyond to meet our customers' expectations and fulfilling their needs in a safe and timely manner.
Reporting to the Care Centre Manager, this role is to ensure all customer orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. The majority of our customers are individual patient customers who we supply products to on a prescription basis through our Home Delivery Service, similar to that of a pharmacy.
KEY ACTIVITIES Prescription ProcessingProactive Order Delivery MonitoringProduct & Account AdministrationCustomer Complaints and ComplimentsOther To attend relevant training coursesTo adhere to the company's Equal Opportunities policy and Dignity at work policyTo adhere to the company's Health and Safety policyTo adhere to the company's Quality policy and Environmental policyTo undertake other duties as may be reasonably requiredKEY SKILLS Previous experience working in Customer ServiceFriendly personality with a "can-do" attitudeThe ability to work as part of a small team with limited direct supervisionThe ability to handle queries professionally and efficiently with sensitivityThe ability to deliver a high-quality serviceConscientious and able to act proactivelyPrevious experience in the healthcare sectorExperience of promoting products and services to existing and potential customersKEY WORKING RELATIONSHIPS Internal To liaise with warehouse and Courier service to meet the needs of the customerGood communication with Key Account Director and Territory ManagersEscalate customer dissatisfaction to the Customer Experience ManagerPoint of contact for interdepartmental requests e.g. AccountsExternal Liaise with the Stoma Care Nurse, GP surgeries & other healthcare professionalsTo attend exhibitions, and open days as and when requiredADDITIONAL INFORMATION Blended home/office working shifts available.Monday – Friday: 7.5 hours a day between the hours 8:00 -17:00 on a shift rotation.1 in 8 Saturdays 8:30 – 12:30.Total 38 hours a week.Objective based bonus.*Should we have an abundance of applications we may close this role early.
**Please note that you must be eligible to live and work in the UK without the requirement to be sponsored by Eakin Healthcare.
COMPETENCIES Customer Focus Building strong customer relationships and delivering customer-centric solutions.
Manages Complexity Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Drives Results Consistently achieving results, even under tough circumstances.
Building partnerships and working collaboratively with others to meet shared objectives.
Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Nimble Learning Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Rebounding from setbacks and adversity when facing difficult situations.
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