To provide efficient and professional customer service and administrative support, ensuring all customer interactions, orders and related processes are managed accurately and in line with company procedures.
Key Responsibilities
* Act as the first point of contact for customer enquiries, orders and amendments, ensuring a smooth and professional service at all times.
* Process and manage UK sales orders (including specialist product lines), proactively identifying and resolving potential issues to support both customers and internal production teams.
* Maintain, upload and securely store medicated prescriptions in line with internal procedures, including carrying out relevant regulatory checks.
* Liaise with customers, suppliers and third parties (e.g. veterinary practices) to resolve queries and obtain outstanding documentation or information.
* Produce routine and ad hoc reports, including sales and compliance-related reports.
* Maintain the customer service error log and contribute to quality and complaints review meetings where required.
* Provide general administrative and office support to ensure the efficient operation of the wider Supply Chain function.
Key Stakeholders
The role requires effective communication and collaboration with:
* Customer Service Lead
* Internal and external customers
* Commercial team
* External visitors
* Hauliers and logistics providers
* Technical and Quality teams
* Production and Procurement teams
* Finance department
* Local management team
Strong relationship management and clear communication are essential to ensure service standards are maintained across all functions.
Person Specification
Knowledge & Experience
* Previous experience within a customer service or customer support environment.
* Experience in an administrative role.
* Demonstrated ability to build and maintain effective communication networks.
Key Skills & Behaviours
* Accurate order processing and call handling skills.
* Ability to work independently as well as collaboratively within a team.
* Strong organisational and administrative capability.
* Ability to prioritise workload and perform effectively under pressure.
* Good numeracy skills and strong attention to detail.
* Confident communicator with strong written and verbal communication skills.