Job Description
Dis-Chem Pharmacies (CJ Distribution) requires a Customer Liaison Officer at our Head Office in Midrand. 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
- Minimum of 2 – 5 years relevant experience in customer service
- Post Basic Pharmacist Assistant Qualification
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;
- The distribution and control of stock of Schedule 1 to Schedule 6 medicines or scheduled substances;
- 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;
- 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;
- 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.
- Prepare any ad-hoc and order reports for management.
Competencies
Essential:
- Computer Skills – Microsoft Office: Word, Excel, PowerPoint, Outlook and SAP
- English – Read, write and speak well.
- Knowledge of prior medical product knowledge (Wholesaler/ Hospital and Supplier)
- Knowledge is resolving customer queries
- Interpersonal skills
- Communications skills
Advantage:
- 2nd Additional language.
Special conditions of employment:
- South African Citizen
- MIE, clear criminal and credit
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.
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