Job Description

Aftercare Support Handler/Travel Coordinator Pharmaceutical
Location: Speke, Liverpool
Type: 12 month fixed term contract (mat cover)
Hours: Monday - Thurs either 8:00-16:30 or 9-17:30 and Friday either 8:00-14:00 or 9:00-15:00
Our Client, a leading Pharmaceutical company are looking to recruit for a Aftercare/ Travel Coordinator to work at their state of the art facility in Liverpool; reporting to the Aftercare Support Manager this role will aspects of customer service, administration, planning and problem solving. A great role to get stuck into!
The Role:

• Case management of Support Cases from initial contact with a customer with through to completion.
• Reviewing and raising customer Support Cases on the database for review by internal teams.
• Problem solving customer issues by distributing Support tasks to relevant departments within the business, chasing responses and formulating solutions for customers.
• Liaising with internal departments for short-term solutions and for long-term improvements.
• Liaising with customers via phone, email, or Teams/Zoom regarding Support Cases.
• Building relationships with customers whilst resolving complaints.
• Organising support for customers dependent on their requirements:
• Arranging warranty orders, including return of damaged goods.
• Arranging conference calls between technical staff and customers.
• Administering the Service Technician's calendar with the Service Technician involved.
• Linking travel arrangements for Service Technicians to Support Cases.
• Liaising with customers, Service Technicians and Salespeople to make site arrangements.
• Being a point of in-house contact for the Service Technicians
• Creating and issue of Site Service Training certificates.
• Managing Company travel requests, ensuring compliance with the Company Travel Policy.
• Planning and booking travel, including flights, hotels, car hire etc. via travel platforms, agents or direct
• Creating itineraries for travelers and helping with support documentation e.g. VISA's
• Record keeping & administration of company systems, i.e., managing the database, approvals, confirmations, cost etc., providing analysis where required.
• Monitoring travel reports to ensure the welfare of our travelers, being a point of contact and reaching out to travelers with important information.

The Person:

• Will hold GCSE (or equivalent) qualifications (minimum Grade B in English)
• Proficient in Microsoft applications (Office, Word, Outlook etc)
• Strong written and verbal communication skills, solid spoken and written English language essential.
• Previous customer service experience essential.
• Experience using a CRM system and/or ERP.
• Strong organisational skills and can work on initiative.

Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Russell Taylor will be acting within your interest and will contact you in relation to the role, either by email, phone or text message. For more information see our on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please get in touch with us .

Skills Required