Account Manager
4 weeks ago
Clinigen is a rapidly growing global specialty pharmaceutical and services company with a unique combination of businesses. Our divisions operate in a complex global regulatory environment and ensure that vital medicines are delivered securely on time and wherever they are needed in the world.
We are currently 1,100 people headquartered in the UK with global offices in the US, EU, JAPAC, and South Africa. Clinigen has grown rapidly since we began, and we are the leader in Managed Access programs and positioned well for an exciting future of continued expansion.
To support our growth, we are seeking a confident and proactive Account Executive to join our Customer Service Team.
Key Responsibilities:- Provide exceptional customer service and support to our global customers, ensuring their needs are met and exceeded.
- Process customer orders and enquiries accurately and efficiently, adhering to set SLAs and regulatory requirements.
- Develop and maintain effective relationships with customers, internal teams, and support functions to ensure seamless customer management.
- Collaborate with internal Clinigen teams to ensure customer accounts are compliant and created according to their needs.
- Provide training and support to new starters and assist in improving customer experience by communicating process constraints or improvement activity ideas.
- Respond to inbound calls, emails, and faxes consistently meeting and maintaining department KPIs, ensuring response times for customers do not fall outside of SLAs.
- Make outbound calls to customers to support strategic projects or business requirements.
- Ability to de-escalate calls and emails in an effective manner and know when to escalate to senior team members for resolution support.
- Demonstrable experience of working in a customer service environment.
- Excellent communication skills with a customer-centric focus.
- Ability to multitask with ensuring great organisational skills.
- Adaptable and dynamic approach to ensure the role mimics developing industry trends and technological developments.
- Good working knowledge of all Microsoft Office packages. Oracle system and digital experience a distinct advantage.
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