Sales co-ordinator(Customer Service)

Company Description

About Gerresheimer

Gerresheimer is an innovative systems and solutions provider and a global partner for the pharma, biotech and cosmetic industries. The Group offers a comprehensive portfolio of drug containment solutions including closures and accessories, as well as drug delivery systems, medical devices and solutions for the health industry. The product range includes digital solutions for therapy support, medication pumps, syringes, pens, auto-injectors and inhalers as well as vials, cartridges, ampoules, tablet containers, infusion, dropper and syrup bottles and more. Gerresheimer ensures the safe delivery and reliable administration of drugs to the patient. Gerresheimer supports its customers with comprehensive services along the value chain and in addressing the growing demand for enhanced sustainability. With over 40 production sites in 16 countries in Europe, America and Asia, Gerresheimer has a global presence and produces locally for regional markets. The Group generated revenues of around €2bn in 2023 and currently employs around 13,400 people. Gerresheimer AG is listed in the MDAX on the Frankfurt Stock Exchange (ISIN: DE000A0LD6E6).

www.gerresheimer.com

Gerresheimer is an innovative system and solution provider and global partner for the pharma, biotech and cosmetics industries. The company offers a comprehensive portfolio of pharmaceutical packaging, drug delivery systems, medical devices and digital solutions. Gerresheimer ensures the safe delivery and reliable administration of drugs to the patient. With around 13,400 employees and over 40 production sites in 16 countries in Europe, America and Asia, Gerresheimer has a global presence and produces locally for regional markets.
www.gerresheimer.com

Job Description

Key Responsibilities:

Sale & Hire Order Processing

1. Process customer orders and requisitions received for hire and sale products, liaising with department team leaders on the availability of hire products and system alerts for stocked items.
2. Maintain communication with the customer for all information required to fully process orders.
3. Liaise with the procurement team on all bespoke requests to obtain cost and availability.
4. Follow up on stock alerts with the procurement team to obtain delivery dates and split orders within the system where required.
5. Manage the central mailbox with the team for all incoming orders, ensuring emails are dealt with in a timely manner and processed in the system for visibility of progress.
6. Handling orders by phone, email, or mail and checking the orders have the correct prices, discounts, and product numbers.
7. Ensure we are maximising hire utilization across the business working with team leaders and management to fulfill all hire requests.
8. Provide the external hire team with requisitions for hire items we are unable to supply.

Quotations

1. Ensure customer inquiries are dealt with within agreed timescales and all communications are saved within the system to provide the team with visibility.
2. Monitor open quotations and follow up on all quotations submitted to customers by agreed to follow-up dates.

Customer Service

1. Queries and issues are to be dealt with as a matter of urgency to minimise the potential impact on the business.
2. Complaints process to be followed for all customer complaints.
3. Monitor sales due for delivery each day and follow up on all unconfirmed orders to prevent orders from becoming overdue.
4. Handling urgent calls, emails, and messages when sales representatives are unavailable, answering customer queries, informing them of delays, arranging delivery dates, and scheduling marketing events.
5. Developing and maintaining filing systems so as to maintain sales records, prepare reports, and provide financial information to the finance department.
6. Queries relating to stock, transport, etc must be fed back to the customer to agree on a new delivery date.

System and Process

1. Responsible for maintaining a cleansed system with relevant data.
2. Customer contacts and address details to be saved in full and removed as required.
3. Documents to be saved in the system folder structure for all correspondence.
4. Adhere to all system alerts; customers on hold, credit limits, and agreed sale prices.
5. Assist with the goods return to customer process generating collection paperwork and creating miscellaneous trips within the depot schedule.
6. Follow up returns to the depot and investigate issues where required.
7. Investigate credit requests and feedback to management and accounts team where required.
8. Work with the accounts team on all proforma account orders ensuring payments are completed prior to processing with the operations team.
9. Ensure processes are followed, providing management with feedback to assist with continuous improvement.
10. Contribute to the near-miss procedure.
11. Maintain a high level of customer service to all times.

Key measures & targets:

1. Reports; Quotes requiring follow up, overdue sales
2. Efficient management of the central mailbox
3. Credit raised relating to support services

Key relationships:

1. External sales team,
2. Procurement team
3. Logistics coordinator
4. Department team leaders

Person Specification:

The successful candidate is likely to meet all of the following criteria:

Essential

1. Good administrative and organisational skills.
2. Computer literate essential
3. Ability to process a high number of enquires, calls, and orders with excellent attention to detail
4. Good understanding of customer service expectations and excellent telephone manner
5. Able to communicate with a number of other teams to fulfil order requirements

Additional Information

SAP knowledge is must