MedSupply UK (an International SOS company) is a leading supplier of pharmaceuticals, surgical and medical equipment, medical consumables and first-aid supplies worldwide. We have the ability to source and supply high quality products from manufacturers worldwide and dispatch using the most economical and reliable methods available.

We are currently recruiting a Customer Service Manager to join our team in Barking, East London. Responsible for leading a team of customer service professionals, you will address customer issues with service, delivery and fulfilment of orders. This includes overseeing the relationship and performance of the client base to meet customer retention, and assisting in identifying the appropriate product mix and creation of applicable quotations.

Key Responsibilities

• Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality.
• Manage the daily activities of all client accounts including quoting and order processing.
• Recommend appropriate products to meet regulations for assigned accounts
• Meet assigned client retention and budget targets
• Responsible for the timely and accurate production of quotations, proposals, orders
• Provides staff training on handling of sensitive customer service issues.
• Monitors and reviews processes for ways to make procedures more time and cost-effective for the customer experience.
• Makes regular reports to upper management about department milestones and progress
• Holds regular meetings with customer service staff to discuss expectations and hear team concerns
• Responsible for managing staff appropriately to maintain level of service and increasing customer satisfaction.
• Regular reviews with customer service team.
• Manages productivity issues with the staff through assessment and subsequent corrective action protocol.
• Liaises with upper management and key stakeholders to ensure quality of delivery, delivery on time, order fulfilment and efficiency of department.
• Implements effective processes for customer service executives to interact with customers via telephone, email, live chat or instant message
• Demonstrate high proficiency working with technology-based tools and services, social media and smart phone applications, ERP system for the purposes of maintaining client quotes, orders and account information
• Ensure that all activities undertaken in the course of daily work is conducted in a manner consistent with regulations where applicable

Required Experience & Skills

• Account Manager or Team Leader level experience in Customer Service, Help Desk or other Client facing function.
• Experience within the pharmaceutical wholesales industry is desirable.
• Excellent people management skills with proven record of junior staff development and coaching.
• Excellent communication skills both verbal and written
• Cultural sensitivity and awareness. Ability to work in a multi-lingual, multi-cultural environment where collaboration is the norm.
• An excellent standard of written and spoken English, other languages will be a distinct advantage.

Diversity & Collaboration

Our company brings together remarkable people and enables them to be themselves.

At International SOS, we offer a great working environment, thanks to our commitment to a flexible working environment, diversity, and development.

We celebrate diversity on a global scale. We encourage every colleague to bring their personal best by creating an environment of inclusion and equal support.

Our success is the result of diverse ideas, skills, and cross-cultural understanding.

www.internationalsos.com

www.medsupply.com 

International SOS has been recognised as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2020