Part of a team of customer services representatives, within CSL Seqirus Commercial UK NI; this role has the main objective to execute efficiently and professionally all business operations and customer services activities. This role is a critical Customer facing role requiring customer focus, clear communication skills, product knowledge, empathy, stress-resistance as well as versatility with operational systems. KPI is customers’ satisfaction and 100% compliance with all policies and procedures. This role will contribute to supporting the UK Commercial team in the achievement of the overall commercial operations objectives for the UK.

Responsibilities include:-

• Adherence to Customer Service processes and procedures
• Answering inbound customer calls courteously and professionally, dealing with each enquiry effectively and efficiently
• Management of Customer Service Inbox, ensuring all emails are processed appropriately and promptly
• Receiving and processing incoming customers’ orders and queries
• Management of Customer Returns
• Liaising with 3PL partners for Customer deliveries
• Point of contact for external remote sales team with any order/query issues
• Strong collaboration within Business Operations, Supply Chain QA, Supply Chain, Finance and UK Commercial Operations
• Support customers with E-Commerce portal (Flu360)
• Miscellaneous Customer Service duties as and when required

• Using SAP Sales & Distribution model which will include input of SAP Master Data and Order Entry
• Interfacing of Orders to 3PL partners for delivery to Customers
• Creation of financial Credit and Debit notes in line with financial compliance
• Develops knowledge in SAP, seek to improve SAP processes to enhance the customer experience.
• Integrated approach of customer services activities with remote sales team and third party logistic center

• Becomes Department Subject Matter Expert for designated business area
• Provides Training to existing and new team members on area of expertise
• Documentation of process and creation of Work Instructions
• Collaboration with Key Stakeholders in process
• Upload of documentation into EQMS

• Ensuring all SOP and training are up to date in timely manner.
• Creation of new customer accounts in line with established financial controls
• Supports Credit Control Process in collaboration with Treasury Team to ensure Customer Credit limits are in line with order value
• Process product technical complaints, adverse event and medical information calls, including keeping records and completing month end reports to Pharmacovigilance and complaint management teams
• Follows established processes and procedures for systems
• Works closely with Quality Team to be part of Change Control Process
• Ensures all SAP transactions are carried out in a compliant manner
• Involvement in CAPA’s and DR’s as applicable

Qualifications, Skills & Experience:-

• Proficiency with Microsoft Office 365 & SAP
• Fluent in English.
• 3-5 Years Customer Service Experience
• Understanding of logistics and Customer Service environment
• Excellent communication and collaboration skills
• Excellent prioritisation, planning and organisational skills
• Strong interpersonal and relationship building skills.
• Clear verbal and written communication
• Empathy and customer focus
• Ability to deal with conflicting priorities and to deliver projects in line with deadlines.
• Understanding of pharmaceutical industry a preference

Our Benefits

CSL Seqirus is committed to attracting and retaining world-class employees who are valued for their contributions to achieving business objectives. Learn more about some of the benefits you can participate in when you join CSL Seqirus.

About CSL Seqirus

CSL Seqirus is part of CSL Limited (ASX: CSL). As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. Learn more about CSL Seqirus.

We want Seqirus to reflect the world around us

As a global organisation with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL Seqirus.

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