Job Description

Title: Customer service assistant

Pay Rate: £12.50

Locations: Office based - Sittingbourne

Duration: 6 months

Hours: Full time (9-5.30)

MAIN PURPOSE OF JOB

Provide excellent Customer Service on behalf of the client & other supported divisions through efficient and accurate order processing, query resolution and proactive internal and external communication.

MAIN ACCOUNTABILITIES

1. On a daily basis, process customer orders received via various methods, for approximately 300 product lines and up to 1000 customer delivery points. Ensure all orders are processed in a timely and accurate manner.

2. Receive incoming calls from a variety of internal and external customers ensuring efficient and accurate query resolution and issue escalation where necessary. Demonstrate empathy and business focus in supporting customer issues.

3. Liaise with internal and external service suppliers to ensure deliveries to customers are carried out to the required standard. Work closely with colleagues in both the UK and European Warehouses to provide order and delivery updates for external customers.

4. Proactively notify customers of any out of stock situations when orders are received. Monitor orders processed to ensure that delivery and shelf life requirements are met or exceeded.

5. Process Returned Goods Notes, Credits, Free of Charge Orders and any miscellaneous order type transactions as requested by the Customer Services Supervisor or deputy ensuring compliance with relevant financial policies and procedures.

6. Participate in the weekly roster of Administration duties including but not exclusively sortation and distribution of daily invoices, processing of warehouse complaints, administration of EDI orders and monitoring/response of generic Customer Service e-mail database.

7. Work with dedicated ‘TLC accounts’ to build relationships with named contacts to enhance co-operation and knowledge to facilitate better working partnerships with customers. Track orders from warehouse to delivery for ‘TLC’ customers and escalate any issues accordingly.

8. Use data from various systems to compile customer reports and monitor internal KPIs where necessary.

9. Carry out other tasks and duties as and when required.

ACCOUNTABILITY

Providing customer service and administrative assistance.

GENERAL ACCOUNTABILITIES

To comply with the company’s policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives of Abbott Laboratories Ltd.

Responsible for health, safety and environmental performance of themselves and others through compliance within EHS programs, regulations and standards. Subject to the policy and procedures outlined in the EHS Handbook.

Note: This job description describes the principal and main elements of the job. It is a guide to the nature and main duties of the job as they currently exist, but is not intended as a wholly comprehensive or permanent schedule and is not part of the contract of employment.

BACKGROUND/EDUCATION

GCSE Maths & English

Excellent Telephone Manner

Good CommunicatorTeam Player

Previous Customer Service experience essential

Computer Literate – Experience of Microsoft Excel and Word preferred

Attention to Detail