Account Executive

Primary point of direct contact for communication with Clinigen’s customers i.e. hospitals, physicians and pharmacists. Responsibility for servicing customer needs and providing information and support for the range of Clinigen and client products to assigned customer accounts. Ensure all enquiries and orders are processed accurately following set systems and processes. To be a customer facing representation of an industry leading company with a passion to provide industry leading service. Requirements Key Responsibilities: Self-Managed with ability to self-check work whilst handling a range of customer contact within a customer service environment, using knowledge and skills gained through training to provide our customers with an outstanding level of service in an efficient and effective manner. Customer contact is referencing, but not exclusive to, in and outbound telephone calls, emails, faxes and any digital platform related activity required to support our customers. An Account Executive will be trained on a range of systems related to support our service offering and will be required to showcase a professional and polished service whilst utilising these systems. A flexible approach is required as services may be subject to change. Expectation to deliver world class support and guidance to a range of global customers within the Customer Service department through: 1. Order and enquiry handling Within set SLA’s, and referencing the relevant internal reference instructions, process customer orders and enquiries accurately, efficiently in full through to completion to deliver the right drug, to the right patient, at the right time. Adhere to set regulatory, legislative, and compliance-based SOP’s whilst handling customer data and in accordance with Clinigen processes. Process quotations and product sourcing enquiries in line with training and reference documents for respective regions. Keep up to date with Standard Operating Procedures to ensure order and enquiry handling compliance. Log any compliance-based enquiries in the Quality system as per SOP (excursion of stock, complaints, non-conformances etc.) Develop relationships with our customers to deal with enquiries first time and in full, where possible. Soft skill communication is clear and apparent at all times. 2. Training and Process Complete an ‘onboarding’ training program specific to your Customer Services role and upon further experience, assist to deliver this training to new starters. Ensure familiarisation and confidence in using all systems and processes within the Customer Services department in line with our departmental training hub and reference documents. Input in improving customer experience by communicating any process constraints or improvement activity ideas. Expectation to attend all compliance-based refresher training programs set by the Training Manager. Provide constructive feedback to Clinigen using the Peakon system to showcase…