Full job descriptionAre you a Customer Service Advisor looking for a new opportunity? Do you want to make a real impact in healthcare? Movianto Bedford is hiring!
You will be working Monday to Friday (37.5 hours per week) and will be paid £26,855.96 per annum.


Benefits
*No weekend or bank holiday working
*Discounted gym memberships
*33 days annual leave (including bank holidays)
*Holiday Purchase scheme
*Flexible pay through Wagestream
*Life Assurance
*Up to 4% Employer Pension Contribution
*Access to Simply Health
*24/7 GP, physiotherapy and counselling through our EAP service
*Cycle to Work scheme
*Access to MyRewards, a benefits platform


Who we are


Movianto is a leading pharmaceutical supply chain solutions partner offering best-in-class logistics quality for the pharmaceutical, biotech, medical device and diagnostic industries.


Purpose of the role
You will be responsible for proactively resolving Customer Services queries from a select portfolio of Key Accounts. You will receive queries via telephone and email which must be logged, investigated and resolved as quickly and efficiently as possible.
Liaising with Clients & Customers you will investigate and identify the root cause of any Service failures ensuring that all service is resumed as soon as possible.
Working closely with the Internal Key Account Manager and your wider team you will be the voice of the Customer and have a passion for exceeding expectations


How you’ll make an impact as a Customer Service Advisor at Movianto:
*Be the initial point of contact for Customer Service queries received by telephone and email, record information accurately on Salesforce CRM.
*Ownership of queries from start to finish- investigate and resolve
*Update Clients on investigation status and progress.
*Liaise with Warehouse & Transport teams to investigate the root cause of any service issues
*Record and process Goods Uplift/Returns, Log Adverse Drug Reactions.
*Proactively manage all open cases ensuring resolution within Movianto SLAs.
*Support the Internal Key Account Manager, providing information when required.
*Monitor Critical Consignment deliveries and contribute to process improvements while adhering to quality standards
*Maintain administration, filing & Client specific KPI’s.
*When required attend internal and external Customer conference calls/meetings to discuss Customer Service issues.
*Identify and escalate any potential financial loss issue within the business.
*To ensure all applicable Company Quality procedures are adhered to.
*To undertake any reasonable request that may be required from the business


What it will take to thrive as a Customer Service Advisor at Movianto:
*Previous Customer Service experience ideally in a B2B Customer Service team
*Able to conduct investigations to identify root cause analysis of any service failures
*Good communication skills both verbally and in writing
*A professional and courteous telephone manner
*Competent in the use of Microsoft packages with strong typing skills
*Able to work under pressure and to strict deadlines
*Excellent organisational skills with the ability to prioritise workload
*Good attention to detail with strong accuracy and data entry skills
*Passionate about good Customer Service
*Able to work effectively as a team or individually
*Ability to identify preventative & corrective actions
*Trend analysis of service failures
*Working knowledge of Movianto UK SOP’s