Job Description

About Summit

We provide veterinary surgeons with exceptional quality veterinary specials when unmet treatment needs exist in their patients. Our vision is to remain agile and responsive to emerging clinical needs, while maintaining the highest standards of manufacturing, quality management and customer care.

We offer a wide range of dosage forms that can be relied on when licensed options are not suitable for a patient.

Our Values

Professionalism and integrity -

at the heart of everything we do.

Quality without compromise -

from every aspect of our business.

Supporting veterinary surgeons -

in caring for their patients.

We work in partnership with our customers -

we accomplish more when we work together.

We respect and encourage one another -

to bring out the best in each of us.

It's an exciting time to be joining the company with strong growth planned through development of new products to serve the needs of a greater range of patients and markets.

Reporting to the Commercial Sales Senior Manager you will be part of a small but strong, friendly and experienced team.

Your primary focus will be delivering and co-ordinating customer support working closely with Business Account Managers to enhance the customer experience.

About You

We are seeking a dedicated and detail-orientated Practice Support Coordinator, passionate about customer service and building collaborative relationships for the benefit of patient outcomes.

The ideal candidate will play a crucial role in ensuring smooth operations for our customers.

This position requires:

Excellent interpersonal skills.

Excellent organisational skills, and a strong ability to communicate effectively over the phone and by email in a fast-paced environment.

A demonstrable logical approach to problem solving and ability to deliver satisfactory outcomes for complex enquiries.

Ability to maintain an independent schedule with little or no supervision.

Previous experience in the animal health sector would be advantageous.

Core Responsibilities

Primary contact for customers including enquiry handling with professionalism via email and telephone. This may involve provision of outbound information and close working with the field team.

Professionally promote the service offered by Summit and represent our brand values.

Entry of orders to inventory management/order processing systems.

Ensuring effective inter-department communications, supporting a culture of clear, open communication.

Coordinate referral of escalated enquiries and customer responses with appropriate teams, adopting a customer first approach.

Implement customer service initiatives/changes as communicated by the Commercial Relations, Senior Manager ensuring our values and positioning is well supported.

Take a collaborative approach to customer contact, collating customer feedback and opportunities, contributing to improvement planning including informing product development and operational planning.

New customer registrations and customer updates including required due diligence and liaison with Business Account Managers to tailor support and experience.

Work to develop a strong understanding of customer needs, meeting them with minimal effort and adapting strategy to individual customers and situations.

Through understanding our customers, identify opportunities to provide better support, add value and improve effectiveness of the business.

Utilise systems and other data sources to add value to customer contact in relation to anticipating needs, concerns or opportunities.

Work collaboratively with team members across the business to deliver the highest quality service, with the aim of continuous improvement in customer outcomes.

Maintain customer accounts including timely record keeping in relation to customer contact/engagement. Therefore building customer profiles to improve customer relationships.

Participate in continuous improvement meetings for the benefit of team and customer.

Maintain applied knowledge of the Veterinary Medicines Regulations, the Veterinary Prescribing Cascade and all other relevant legislation, guidelines, internal SOP and quality standards.

Remain familiar with the company's responsibilities in relation to pharmacovigilance, ensuring any information received concerning safety, efficacy or suspected adverse events is reported to the appropriate person in a timely manner.

Attendance at some trade shows or professional events.

All other duties as requested by management.

If you are passionate about providing exceptional support and would thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity as a Practice Support Coordinator.

Job Types: Full-time, Permanent

Pay: From 30,000.00 per year

Benefits:

Company pension
Work Location: In person

Reference ID: Practice Support Coordinator