CJS Customer Liaison Officer

3 days ago

Johannesburg, Gauteng, Saudi Arabia Dis-Chem Pharmacies Full time

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

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