Full job descriptionRole: Customer Success Assistant
Hours: Full time
Ashby De La Zouch - Hybrid
Reporting to: Business/Project Manager




Job Purpose

Primarily to manage the Customer Service inbox, Flu inbox, support Vaxishop inbox and General Medicines inboxes.
To take incoming calls & chats from the Sanofi Vaccines and General Medicines UKIRE customer base as and when required.
Provide an exceptional customer service experience by managing inbound and outbound interactions with Sanofi Vaccines and General Medicines existing customers and enquiries from third parties.
Where appropriate, support customers with Sanofi Vaccines and general medicines service range of licensed products in a non-promotional capacity.


Key Responsibilities
CUSTOMERS
Provide an exceptional customer support service, processing all inbox queries, inbound calls, vaccine orders and General medicines queries. Duties to include but not limited to:
Responding to incoming calls, click to chats and emails from customers from both vaccines and general medicines business units
Answering enquiries regarding product information, pricing, supply updates, deliveries, proof of delivery requests, requests for copy invoices, statements, payment refunds
Advise customers on supply caps and seek approval in accordance with the Sanofi Vaccines SOP on orders placed that exceed caps
Handle queries and complaints, provide solutions and follow up to ensure resolution on a timely basis and to the satisfaction of the customer
Answer first line product enquiries in line with the approved medical database
Provide support to customers with the use of all microsites and forward feedback to the Marketing team when necessary
Identify sales leads to follow up by the contact centre or field-based sales teams as appropriate
Process material requests as requested and signpost to relevant systems when needed
When required to do so, contact existing and/or potential customers and/or stakeholders to arrange meetings with Sanofi Vaccines colleagues
When required to do so, contact existing and/or potential customers and/or stakeholders for the purposes of gathering market, environment and/or customer information

ORDER ENTRY & ADMINSTRATION
Record all sales and order information for Head Office use
Take and manage all product orders in accordance with the relevant Sanofi Vaccines SOP
Manage all Vaccine Standing Orders in accordance with the relevant Sanofi Vaccines SOP
Manage, amended and cancelled orders in accordance with the relevant Sanofi Vaccines SOP
Consult with relevant Sanofi Vaccines team members regarding blocked orders relating to Validation or Credit limit issues
Consult with Sanofi Vaccines nominated distribution provider to resolve customer queries in relation to delivery timings and schedules

INFORMATION & COMMUNICATION
Keep accurate records of all correspondence with customers within 24 hours and record into appropriate systems
Coordinate communication with all stakeholders across the business to ensure all business leads or interests are dealt with effectively and efficiently in a timely manner
Pass information to the appropriate team member regarding new, reopened or change of name account requests & other customer master data amendments
Ensure that all customer feedback regarding Vaxishop is relayed to the Vaxishop Coordinator on a timely basis
Ensure that any information in relation to a potential adverse event is transmitted to the Sanofi Vaccines UK Pharmacovigilance Department in line with the SOP
Conduct all activities in accordance with the current ABPI Code of Practice where relevant
Communicate effectively with the wider field-based sales force when required
Attend regional or national meetings as and when required
Qualifications & Skills
Educated to graduate level (relevant life sciences or business/commercial course)
ABPI - preferable to have upon commencing role, if not must have obtained within one year of commencing role
Confident IT user
Evidence of good written and spoken English
Demonstrable history in achieving business related targets
Positive customer service attitude
Experience of dealing with HCPs - preferable
SAP and Veeva experience - preferable

Key Deliverables
Minimum standard inputs for productivity:
Be on time and intuitive to take any calls, chats & email queries for both BU’s as part of the wider IB team at all times of the day
AWT <20 seconds
Attempt to gain customer ePermission with all accounts
Attempt to gain flu contact with all flu accounts
GB Customer service and Flu inbox to be responded to within 24 hours
Admin and Customer Follow Up:
Admin tasks delivered on time
All systems updated by the last working day of the month if not before
1CRM
Vaxishop
Workday
Oracle
iLearn
IRIS
Compliance (all the below to be completed by the due date)
iLearn
IRIS
Vita
SAP
Additional task requirements
Requirement to train others up to the acceptable standard for taking customer queries
Flexibility to move around services during the working day to meet customer needs