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Customer Service Executive

  • Job reference: 926069
  • Location: Maidenhead, Berkshire
  • Salary: Negotiable
  • Job type: Contract
  • Sector: Administration, Life Sciences
  • Date posted: 18/06/2019

Orion Group are looking for a Customer Service Executive for our multinational pharmaceutical client based in the Berkshire area on an initial 6-month contract with the potential to extend.


Job Purpose:
This is a new role responsible for the day to day order management of the new Direct to Consumer (DTC) business model that the client is starting in March 2019. The end consumer interaction in terms of order taking/picking/shipping/issue resolution/website maintenance etc. is being managed by a 3rd party, and this role is for ensuring consumer sales are captured accurately in our ERP system (SAP).

Main Responsibilities of the role:

  • Ensure orders are processed on promptly, accurately and to deadlines
  • Minimise claims due to order processing errors
  • Provide good quality information to customers and the Sales team on product shortages, re-supply date and reason for supply issue
  • Escalate to the appropriate team where orders are being shorted when stock is available e.g. allocation out of date, product master data issue
  • Ensure good communication with the warehouse on order status/any spikes in workload etc. to minimize disruption
  • Work with the Finance team to ensure that consumer sales are reconciled accurately including all returns and credits
  • Manage customer complaints & queries promptly and effectively and enter into SAP CRM system
  • Review monthly reports to identify opportunities to reduce claims
  • Daily reason coding of order shortages to allow service level management reporting
  • Tracking and clear reporting of specified Customer service levels
  • Highlight and action with the customer/Sales team any master data issues with orders to reduce manual intervention
  • Ensure the CS E-Mailbox & Telephones are managed appropriately delivering prompt response to any queries
  • Run daily SAP reports to ensure completeness of the order processing cycle
  • Monitor IDOCS, resolve & communicate outcome with relevant parties
  • Ensure adherence to all documented processes to ensure order-processing compliance in line with Regulatory, Legal & Sarbanes-Oxley requirements

Desired Experience and Background of the successful candidate

  • 3yrs+ Customer Service experience
  • SAP experience
  • Degree level
  • FMCG experience
  • Intermediate Excel skills
  • Ability to analyse information
  • Can review information (such as CRM reports) and identify opportunities to improve service
  • Holds self-accountable for compliant & flawless execution
  • Able to independently review and suggest ways to overcome problems
  • Challenges others to make the customer central to all thinking

Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.