Customer Service Agent - SCR DAWN Project (12 Month contract)

We are looking for a highly motivated, professional customer service agent with a track record of providing excellent customer support. The candidate should be capable of managing customer calls, order management, and successful resolution of customer queries. The successful candidate should be able to provide input and suggestions for improving processes within the team, and to represent the team across the business.

The Role:

• Order processing and interface management, Hunt-line Telephone support, financial document preparation (Credits, Debits, Return Orders).
• Advise customers on product availability, and order delivery schedules.
• Resolve product and service queries by logging the customer's query on our CRM system, selecting the best query and solution type to solve the problem and following up to ensure the resolution is in place and communicated to the customer.
• Assist Customer’s with queries regarding their statements and financial accounts.
• Highlight any delays in processing of orders or queries to your Team Leader or Manager.
• Ensure accuracy and efficiency at all times, minimising the impact of error.
• Operate in a proactive manner complying with Company policies and procedures.
• Achieve Weekly and Monthly KPI’s by delivering targets set by your Team Leader and Manager
• Contribute towards department objectives in line with the overall business strategy.
• Perform any additional tasks or special projects as assigned by the department manager.

Key Outcomes:

• SAP and CRM Experience.
• Proficient in all Microsoft Office Applications.
• Market and product knowledge is an advantage.
• Proactive, analytical and pragmatic approach to problem solving
• Able to work in a fast-paced environment
• Able to respond flexibly and empathetically, managing customer’s expectations effectively.
• Demonstrate strong interpersonal skills, written and oral communication skills.

Key Skills & Experiences:

• A genuine team player, who enjoys helping customers and working with multiple business teams.
• Excellent telephone manner and communication skills essential.
• Excellent time management skills.
• Minimum of 3 years’ experience in a customer service role

Uniphar – Who we are

With a workforce of more than 3000 employees spread across Ireland, United Kingdom, Mainland Europe, MENA, and the USA, Uniphar is a trusted global partner to pharma and MedTech manufacturers, working to improve patient access to medicines around the world. Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our highly expert teams.  Uniphar is organised into three key divisions: Supply Chain Retail & On Demand, Uniphar Med Tech and Uniphar Pharma.

Supply Chain & Retail

Supply Chain Services provides both pre-wholesale and wholesale distribution of pharmaceutical, healthcare, and animal health products to pharmacies and hospitals nationwide. The business supports a diverse customer base through the provision of strong service levels coupled with innovative commercial initiatives. In addition, the business provides services and supports that help independent community pharmacies to compete more effectively in an increasingly difficult environment and runs a network of Uniphar-owned pharmacies under the Life, Allcare, McCauleys, and Hickeys symbol brands.

Pharma – On Demand

The On-Demand business is a specialist medical supply business that sources and distributes pharmaceuticals, medical equipment, and consumable supplies to healthcare professionals in over 160 countries worldwide. We have offices in Ireland, the UK, Europe, the USA and New Zealand. The company’s main divisions encompass everything from International Sales through Sales to NGO’s and Charities, Clinical Trials Supply, Imported (Unlicensed Medicines), Sexual Health Supplies, and the storage and distribution of medical products and devices for third parties.

Click here to find out more: About Us - Who we are | Uniphar

Some things that are important to us

Our Culture

Uniphar has grown quickly by acquisition in recent years, and while we all started from different places, there are four key pillars that we all agree underpin how we run our business:

We have a people-first approach - we do the right thing We support entrepreneurial spirit where adaptability, commitment & resilience are embodied in our way of working We have a Common Purpose that connects our diversified businesses and people Finally, Trust is at the heart of how we operate.

Everything Uniphar does is enabled by our people, and as we continue to grow domestically and internationally, we become richer and more diverse as a team.  This diversity fuels and strengthens our business and culture. 

Being a sustainable and responsible business

Sustainability is at the core of what we do and is deeply embedded in our business strategy. We want to contribute positively to the people and the world around us. Running our business in a sustainable way ensures that Uniphar will continue to prosper in the long-term. We are focused on ensuring that each of the five pillars of our sustainability strategy is a fundamental part of our decision-making process.

How we’d like to work together

The role will be based out of our Citywest, Dublin HQ. There will be an element of hybrid working available, but this role may also involve travel to our global sites. It is important to note that we do not expect this job to be a ‘9 to 5’ type position. In return for your flexibility, you will be joining an environment that understands how inter-twined work and life have become - and both the benefits and challenges that brings - and therefore offers a flexible, progressive way of supporting it.

If you believe that you meet most of the criteria above, we encourage you to apply. We are an equal opportunity employer and will ensure any reasonable accommodations are implemented as part of the recruitment and selection process.