Customer Relations Manager

Clarity Global Group Ltd is one of the leading Pharmaceutical & Health Distribution services. We work with a number of manufacturers providing storage and distribution, supplying to full line wholesalers, short line wholesalers, pharmacies, GP surgeries and hospitals.

Founded since 1999 we have had huge success over the years, winning numerous awards and most recently in 2020 being recognised in “Pharma Fast 50” as one of the fastest growing businesses. With total group sales exceeding €100m in 2019.

 

Due to growth we are looking for a Customer Relations Team Leader or Manager to take on the following duties-

  • To be responsible for inductions, development and supporting a team, delivering front line customer service
  • To increase the team's client base and revenues by increasing our market share with current Clients and Identifying new prospective Clients.
  • To ensure key messages are delivered and products and sales targets are met
  • Resolution of enquiries, complaints and request for services
  • Supervise the team, allocating team members to specific tasks so that they are optimising best use of time and skill 
  • Assist/delegate administrative support across the hours of the operation
  • Monitor the changing needs of the customer service department, liaising with internal managers to identify areas for improvement and make recommendations for service improvement, and implementing those improvements to the satisfaction of internal Managers
  • Ensure that the team follows established procedures for each task and process/request including logging, processing and progress chasing enquiries
  • Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction
  • Ensure statistical information is produced, collated and analysed on a daily basis
  • To be instrumental in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities
  • Implement and maintain health and safety, security of staff, equal opportunities, customer service standards and other ClarityDTP policies as appropriate, ensuring their understanding and implementation by team members
  • Responsible for the everyday running of the team and the solving of immediate customer problems
  • Supervise, coach and monitor a team of customer service executives,
  • Organise regular team meetings and monthly appraisal/development meetings
  • Motivate, encourage and support levels of cooperation within the team

 

What we ask in you-

  • Previous supervisory/management experience- Essential
  • Demonstrable good written and verbal communication skills
  • Ability to compile and analyse statistical information
  • Experience of working with databases
  • Able to work to and implement  KPIs and SLAs
  • Ability to remain calm when dealing with difficult or distressed people
  • Understanding of the needs for confidentiality and compliance within the telesales environment
  • Ability to work on own initiative and as part of a team

 

What we will offer you-

  • Company benefits
  • Incentives
  • Career progression path
  • Stylish new office
  • Onsite parking

 

If you believe this role could be a good match, do get in touch. We look forward to hearing from you.