Customer Service Agent

Customer Service Agent

Greenogue, Dublin

Specified Purpose Contract - 18 months

The Role

We are looking for a highly motivated, professional customer service agent, with a track record of providing excellent 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 processes within the team, and to represent the team across the business.

MAIN DUTIES & RESPONSIBILITIES

• Order processing and interface management, Hunt-line Telephone support, financial document preparation (Credits, Debits, Return Orders).
• Advise customers on product availability, and order delivery schedules.
• Resolve product and service queries by logging the customer's query on our CRM system, selecting the best query and solution type to solve the problem and following up to ensure the resolution is in place and communicated to the customer.
• Assist Customer’s with queries regarding their statements and financial accounts.
• Highlight any delays in processing of orders or queries to your Team Leader or Manager.
• Ensure accuracy and efficiency at all times, minimising the impact of error.
• Operate in a proactive manner complying with Company policies and procedures.
• Achieve Weekly and Monthly KPI’s by delivering targets set by your Team Leader and Manager
• Contribute towards department objectives in line with the overall business strategy.
• Perform any additional tasks or special projects as assigned by the department manager.

QUALIFICATION, EXPERIENCE AND SKILLS REQUIRED

• Minimum of 3 years’ experience in a customer service role.
• Proficient in all Microsoft Office Applications, SAP and CRM Experience.
• Market and product knowledge is an advantage.
• Able to respond flexibly and empathetically, managing customer’s expectations effectively.
• Demonstrate strong interpersonal skills, written and oral communication skills.
• A genuine team player, who enjoys helping customers and working with multiple business teams.
• 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 specialised 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