Customer Liaison Officer

Dis-Chem Pharmacies (CJ Sales) requires a Customer Liaison Officer at our Worcester office in( Cape town ). Act as a liaison and provide product/ services information and resolve any concerns that our clients/ suppliers might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction.

Minimum Requirements…

Essential:

• Grade 12 / Matric or Senior Certificate
• Post Basic Pharmacist Assistant Qualification
• Minimum of 2 – 5 years relevant experience in customer service

Advantageous:

• Relevant Business Development qualification
• SAP Experience, Unisolve and EWM. Specialised Hospital and Surgical experience

Job Specification…

Pharmacy Council:

Perform the following services or acts under the direct personal supervision of a pharmacist:

• the sale of Schedule 1 and Schedule 2 medicines or scheduled substances;
• o the distribution and control of stock of Schedule 1 to Schedule 6 medicines or scheduled substances;
• o the ordering of medicine and scheduled substances up to and including Schedule 6 according to an instruction of a person authorised in terms of the Medicines Act to purchase or obtain such medicine or scheduled substance;
• o the reading and preparation of a prescription, the selection, manipulation or compounding of the medicine, the labelling and supply of the medicine in an appropriate container following the interpretation and evaluation of the prescription by a pharmacist;
• o Give accurate instructions to the customers regarding the correct use of medicine supplied.

Product sourcing:

• Optimise sourcing procedures to attain maximum efficiency.
• Use sound ethical negotiation strategies and secure profitable deals.
• Generate and implement efficient sourcing and procurement management strategies.
• Assess supplier performance and supply chain risk to avoid customer disruption by developing alternative suppliers/ materials.
• Liaise between suppliers, manufacturers, relevant internal CJS Team and customers.
• Liaise directly with the warehouse to ensure orders are prioritised.

Stakeholder relationships:

• Represent the company well at all times in line with the mission, vision and values.
• Actively develop, nurture and grow meaningful supplier relationships.
• Ensure a high standard of care and best practice is being delivered to the customer/ suppliers.
• Ensure speedy resolution of client complaints and recommend solutions to the business unit to assist in identifying better ways of providing a service.
• Undertake customer satisfaction research to identify customer's experience.
• Obtain and evaluate all relevant information to handle product and service inquiries and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Use customer and store feedback to improve future customer service.
• Re-launch initiative to increase customer satisfaction.

Customer Service:

• Manage large amounts of inbound and outbound calls in a timely manner.
• Create orders in time, to meet cut-of and delivery timelines.
• Keep record of communication to internal and external stakeholders about orders and progress.
• Handle complaints about unfulfilled orders.
• Follow communication "protocols" and turnaround times, when handling different customer queries.

Reporting & Administration:

• Provide feedback on the efficiency of customer service process.
• Log all resolved and unresolved queries on a daily basis for reporting purposes.
• Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a longer term solution is provided.
• Compile reports on relevant products and their sales, quality and feedback.
• Liaise with various stakeholders to discuss sales performances and act accordingly.
• Present new ranges to senior managers on a regular basis.

Competencies

Essential:

• Prior medical product knowledge (Wholesaler/ Hospital and Supplier). Have extensive and operational knowledge to assist in resolving customer queries.
• Develops fresh ideas that provide solutions to all types of workplace challenges. Makes timely, informed decisions that take into account the facts, goals, constraints, and risks. Identifies cause and effect relationships and comes up with appropriate solutions. The ability to comprehend, to understand and profit from experience.
• Builds constructive working relationships characterised by a high level of acceptance, cooperation, and mutual respect. Addresses customer questions in a timely manner. Ensures products and services comply with customer requirements. Streamlines procedures based on customer feedback. Develops customer satisfaction surveys, analyses results, and makes necessary improvements.
• Diligently attends to details and pursues quality in accomplishing tasks. Recognises the need for procedures and follows relevant procedures 
• Reaches deals or compromises. Changing a person or group's attitude or behaviour toward something by using written, spoken or visual tools to convey information, feelings or reasoning or a combination thereof. Formally delivers information to groups.
• Using data in the form of numbers to analyse concepts.
• The ability to recognise and acknowledge when you make a mistake.
• Generates ideas for improvement, takes advantage of opportunities and suggests innovations. Does more than required. Focuses on results and desired outcomes and how best to achieve them. The degree to which an individual is comfortable with uncertainty, unpredictability, conflicting directions and multiple demands. A feeling of trust in one's abilities, qualities and judgement. Displays an ongoing commitment to learning and self-improvement.

Special conditions of employment:

• South African Citizen
• MIE, clear criminal and credit
• Driver's licence and own reliable transport

Remuneration and benefits:

• Market-related salary
• Medical aid
• Provident fund
• Staff account

ONLY SUCCESSFUL APPLICANTS WILL BE CONTACTED. IF YOU HAVEN`T BEEN CONTACTED WITHIN TWO WEEKS AFTER THE CLOSING DATE CONSIDER YOUR APPLICATION AS UNSUCCESSFUL.

Dis-Chem Pharmacies is an equal opportunity employer. Dis-Chem's approved Employment Equity Plan and targets will be considered as part of the recruitment process aligned to Dis-Chem's Employment Equity & Transformation Strategy. Dis-Chem actively supports the recruitment of People with Disabilities.