CSafe Global
Customer Service Representative
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CSafe offers the most comprehensive suite of thermal shipping solutions for pharmaceutical cold chain shipping needs around the world to ensure patients receive the medicines and treatments they need. In addition to key acquisitions, CSafe has operations in more than 70 locations worldwide to ensure product availability and continue to fulfil our founders’ mission to provide patients around the world with access to viable, life-enhancing pharmaceuticals.
With a “client-first” focus, deep industry expertise and commitment to innovation, CSafe continues to deliver industry-leading products in both the active and passive segments. CSafe is the only provider with an end-to-end portfolio including active and passive bulk air cargo, parcel, cell and gene and specialty last-mile use cases allowing our team to match your requirements to the best solution for your needs. Any size, any duration and any temperature – CSafe is at the heart of your cold chain.
Job Purpose:
Reporting directly to the Customer Service Manager, the Customer Service Representative is responsible for supporting the commercial team with quotes and lead times, coordinating, and processing all incoming orders/leases, and supporting with all external logistical requirements.
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Role and Responsibilities:
The following responsibilities are that of the Customer Service Representative. These are intended as an overview and are not an exhaustive list.
- Processing purchase orders or leases, across a limited range of CSafe’s products and services.
- Answering relevant incoming customer enquiries, using your in-depth knowledge of products, and utilising all relative internal channels.
- Liaising with all relevant internal departments regarding the management of enquiries and orders or lease requests through to completion – providing a true end-to-end customer experience.
- Take responsibility for the full resolution of assigned complaints and incidents – ensuring all relevant internal departments are engaged.
- Ensuring your personal performance meets or exceeds the published Key Performance Indicator (K.P.I) targets.
- From time to time, as requested by management it may be necessary to carry our extra duties in addition to those listed.
- Take part in all identified training to ensure skills are in line with the job role requirements.
Requirements
Experience and Qualifications:
- Minimum of 2 years’ prior experience in Customer Services.
- Prior experience working within a team environment.
- Familiarity with Sage X3 and Wave Reaction.
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Functional Competencies:
- Fluency in English both in written and verbal communication.
- Proficient IT skills for system management and Office 365 based applications.
- Analyse situations
- Listen effectively
- Communicate clearly
- Problem-solving skills.
- Planning, organising and time management skills.
- Strong prioritisation skills.
- Positive approach to correcting errors and ensuring reduction of future errors.
- Excellent attention to detail.
- Strong team orientation - able to work effectively in multiple teams simultaneously.
- Resilience.
- The ability to work under pressure.
- Adaptability.
Behaviour and Attitude Competencies:
- Professional Presentation
- Quick learner
- Maturity
- Effective communicator at all levels
- Calmness (Under Pressure)
- Organised
- Problem Solver
- Self-Motivated
- Flexibility
- Resilience
- Pro activity
- Energy & Drive
- Approachability
- Curiosity
- Innovative
- Positivity
- Creativity
Other Requirements
- Full Driving licence.
- Right to work in the UK
- Willingness to travel to other sites
- In office requirement – three to four days a week.
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