Customer Support Administrator

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Job Details

Job Title: Customer Support Administrator

Department: Section 1

Location: Newcastle

Reports To: Warehouse Operations Manager

Job Purpose

The Customer support administrator will interact with Alliance Healthcare customer services and will be responsible for answering questions, solving problems, handling complaints, taking orders and promoting products and services.

Key Accountabilities

All staff are expected to understand the principles of Good Distribution Practice of Medicinal products for Human use (2013/C 68/01) which is reflected in our SOP – REF Chapter 1 AHDL GDP 1.1. It will be a requirement for all staff to be trained in this SOP and have an annual refresher. All other GDP training will be job specific and as per your personal training matrix.

• Resolving common and complex issues by determining the need of the customer and immediately offering favourable solutions within laid down procedures

• Orders, contract prices, to-follows, special orders, warehouse and delivery errors, missing lines, transfer orders and administration queries

• Follow all site procedures relating to missing claims and returns

• Manage urgent order requests

• Advise manager when special action is required.

• Respond to POD queries, maintain communication with transport department

• Collaborating with a network of customer service agents, warehouse, transport and inventory department to discuss any queries and issues

• Maintaining contact and following up on problems that required special handling (urgent order requests, expiry date check, issuing authorisation to uplift restricted items, dealing with Boots Photo enquiries, returns chases, etc.)

• Other clerical duties as assigned

• Be familiar with Hospital/Retail initiatives

• Providing assistance and support to Customer Services

• Advising manager when special action is required

• Ensuring the accurate recording of all Alliance Healthcare measures as required

• Maintaining standards in accordance with Health & Safety policy

• Completing all administrative tasks to ensure compliance with company procedures

• Providing customer care at the highest level to ensure maximum customer satisfaction

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Skills and Experience

You’ll need at least 1 years’ experience in a contact centre or customer-facing role. As well as this, you’ll need to be able to prioritise your own workload and work confidently and quickly to set targets. Good typing skills, verbal communication and attention to detail are also essential. At times you’ll be dealing with customers, so being able to deal with challenging behaviour is a must-have. A-Levels or equivalent level of education is preferred.

Manual Handling

It should be noted that manual handling tasks such as lifting and bending are “essential requirements” of this role.

Whilst Alliance Healthcare is committed to developing positive policies to promote equal opportunities in employment, we have a duty of care to ensure we do not instigate or worsen any conditions that would prevent the employee from carrying out manual handling duties.

On that basis, for this role we cannot make “reasonable adjustments” for any applicant who is unable to carry out such duties. If you are unsure as to whether this applies to your application, you must detail on your application form and discuss at interview any information you feel may be relevant.

Existing employees should keep their line manager informed of any changes that may affect their ability to carry out such duties.

Key Dimensions

No managerial responsibility

Key Working Relationships

Team Leader

Team Members

Shift Manager

Customer Services Department

Inventory Department

Transport Department

Level of Decision Making

The administrator may be required to work un-supervised

Additional Information

You will be required to cover other operational duties in the warehouse

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: Alliance Healthcare Management Services Limited

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned