You will be expected to deliver a market-leading service to all customers by delivering exceptional levels of customer focus, building long-term service relationships between MidMeds and the customer.
This role demands a proactive retention mindset and involves retaining both our existing customer base by taking orders, answering telephones, and dealing with daily enquiries (such as returns and lead time requests) but also expanding on this customer base by developing new relationships with new customers.
You must be proactive in building long-lasting relationships with our customer base, and your approach will be personalised to each customer to secure revenue and increased profitability.
You will have a proven track record of demonstrating a strong work ethic and great customer service delivery.
Key Responsibilities
Monitoring and developing your regional area to achieve revenue and margin growth and sales targets (as defined by the Customer Services Manager). Building relationships with customers within your regional area so that you become the go-to person for that customer. Identifying additional sales opportunities within your customer base and expanding your customers' business, including category expansion. Working with your sales counterpart to maximise regional opportunities within PCNs/Clusters. Managing customer accounts in a timely manner, ensuring successful delivery to all customers. Answering inbound calls, whether that be taking orders, product enquiries, lead times on products, or chasing courier delivery slots. Delivering an exceptional customer experience to retain the current customer base. Recognising new prospective customers and onboarding them either by directing them to the Sales Team or through account management as appropriate. Championing a customer-centric culture, delivering market-leading customer service that will secure valuable, trusting, long-term customer relationships. Liaising with the Warehouse and couriers regarding delivery issues and/or returns/collection issues. Education / Experience
Knowledge of customer service principles and practices. Proficient with Microsoft Office Applications including Excel, Word, and Outlook. Happy to work across multiple systems at once (ERP, CRM, Courier Portal) and successfully multitasking to ‘get the job done’. A positive can-do attitude with the ability to work on your own as well as part of a wider team. Always be professional and courteous. Ensure a high level of product and service understanding. Open to collaborative working and feedback. Excellent communication skills (verbal and written) and the ability to build good customer relationships. Please note
that the above statements outline the principal functions of the role and this is not an exhaustive list. The role holder may be asked to perform other tasks and duties commensurate with their skills and experience.
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Monitoring and developing your regional area to achieve revenue and margin growth and sales targets (as defined by the Customer Services Manager). Building relationships with customers within your regional area so that you become the go-to person for that customer. Identifying additional sales opportunities within your customer base and expanding your customers' business, including category expansion. Working with your sales counterpart to maximise regional opportunities within PCNs/Clusters. Managing customer accounts in a timely manner, ensuring successful delivery to all customers. Answering inbound calls, whether that be taking orders, product enquiries, lead times on products, or chasing courier delivery slots. Delivering an exceptional customer experience to retain the current customer base. Recognising new prospective customers and onboarding them either by directing them to the Sales Team or through account management as appropriate. Championing a customer-centric culture, delivering market-leading customer service that will secure valuable, trusting, long-term customer relationships. Liaising with the Warehouse and couriers regarding delivery issues and/or returns/collection issues. Education / Experience
Knowledge of customer service principles and practices. Proficient with Microsoft Office Applications including Excel, Word, and Outlook. Happy to work across multiple systems at once (ERP, CRM, Courier Portal) and successfully multitasking to ‘get the job done’. A positive can-do attitude with the ability to work on your own as well as part of a wider team. Always be professional and courteous. Ensure a high level of product and service understanding. Open to collaborative working and feedback. Excellent communication skills (verbal and written) and the ability to build good customer relationships. Please note
that the above statements outline the principal functions of the role and this is not an exhaustive list. The role holder may be asked to perform other tasks and duties commensurate with their skills and experience.
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