Job Description

• Support query investigations initiated by Customer Service via the branch work list, e.g., investigate wrongly supplied lines and conduct product location checks
• Support warehouse colleagues with quantity and product checks, contacting customers to verify their orders
• In emergencies liaise with Transport to arrange couriers outside of standard delivery schedules if required and authorized
• Present investigation findings back to the customer within pre-determined timescales
• Ensure serious complaints are escalated to the relevant management team and closed down effectively within specific timescales
• CD Discrepancies, update spread sheet
• Escalation of unresolved and serious issues to appropriate personnel e.g., branch management team, CAM etc., using approach appropriate to situation either automatically through complaint handling software or direct
• Input of ‘all same batch/expiry’ orders, liaising with the Stock Control department where appropriate
• Manage branch follows files for both retail and hospital accounts, including contacting customers before releasing PRSH products
• Raise Product Requiring Special Handling return paperwork where appropriate and authorised
• ADHOC

Required Knowledge, Skills, and Abilities

• Good Numeracy
• Good Literacy
• Clear Communication skills
• Good problem solving to resolve customer queries
• Ability to work to deadlines, prioritizing workload
• Effective team player
• Keyboard skills

Behaviors

• Positive, can-do attitude
• Team player
• Flexible/ adaptable
• Reliable
• Assertive