Pelican
Customer Support Representative
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Job Title
Peli BioThermal serves the pharmaceutical sector with temperature-controlled containers in a global rental business model. The service enables the global distribution of clinical trial and commercial pharmaceutical shipments with complete temperature control. Peli BioThermal owns a fleet of containers and makes them available to customers through a worldwide network of Service Centres and drop points. Pharmaceutical customers, or their transportation logistics providers, rent containers from these locations and return them to another location within our network.
About the Role
The Customer Support Representative is responsible for managing customer orders from start to finish and engaging and maintaining customer service relationships. This position provides an opportunity to make a substantial contribution to the distribution of life-saving medicines, impacting a global patient population.
Primary Duties and Responsibilities
- Communicate with customers regarding their orders, including creating order acknowledgments and promptly responding to all customer service inquiries, concerns, complaints.
- Serve as a crucial link between Business Development Managers and internal teams, ensuring a seamless sales engagement, customer onboarding, and ongoing support process.
- Oversee the sales order process, from processing orders and maintaining accurate file records to raising invoices.
- Collaborate with internal and external sales teams, as well as other operational departments, to ensure customer expectations are met.
- Ensuring data accuracy and updating databases with day-to-day activities.
- Drive initiatives and strategies aimed at improving operational processes. Champion change in a rapidly growing area of the business.
- Perform other administrative duties and support the customer service and sales departments as needed.
- Following company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Following safety guidelines and procedures in accordance with the role.
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Required Skills and Qualifications
- 1-2 years of experience in customer service and order processing role.
- Practical experience of MS Office and electronic order processing software.
- Ability to operate in a fast-paced environment and handle multiple projects simultaneously.
- Proactive problem-solving attitude and capability of optimising processes.
- Excellent verbal and written communication skills and ability to interact effectively with customers and colleagues based in different countries and time zones.
- Exceptional attention to detail and accuracy.
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Preferred Skills and Qualifications
- Experience of SAP or similar MRP/ERP system
- Experience with continuous improvement principles and how to apply them to process.
- Ability to identify and solve problems, think critically and creatively.
What we offer
- Competitive annual salary, Circa £32,000 per annum
- Sales Commission Scheme
- Hybrid working
- Electric vehicle salary sacrifice scheme
- Cycle to Work scheme
- WPA – Optional private medical insurance and/or dental and optical cash plan
- Employee Assistance Programmes (EAPs)
- Free eye tests
- 26 days' annual leave, plus bank holidays
- Long service awards
- Pension scheme with employer contributions matched up to 6%
- Death in service benefit
- Life assurance (4x annual salary)
- Plus many more
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