Inizio Engage

Operating within the Contact Centre for Seqirus, this entry-level position focuses on managing inbound and outbound healthcare customer interactions, generating primary care influenza vaccine sales, and processing product orders within SAP.Job PurposeProvide an exceptional customer experience by managing inbound and outbound interactions with Seqirus’ existing and new customers.Generate sales for Seqirus’ influenza portfolio within Primary Care whilst co-ordinating, monitoring and inputting field-based sales orders.Manage stock scheduling levels with the field force to provide clarity of delivery and manage customers’ expectations.Principal ResponsibilitiesCUSTOMERSProvide an exceptional customer support service, processing all inbound calls, orders and proactive promotion of products or services where appropriate. Duties to include but not limited to:Responding to incoming calls, emails from customersAnswering enquiries regarding product information, pricing, supply updates, deliveries and proof of delivery requestsHandle queries and complaints, provide solutions and follow up to ensure resolution on a timely basis and to the satisfaction of the customerAnswer first line product enquiries in line with the approved SmPCProvide support to customers with the use of all microsites and forward feedback to the Marketing team when necessaryAnalyse and interpret customer account data to determine level of customer service, proactively identify future customer needs and align these against potential Seqirus offeringsGenerate sales leads to be followed up by the Contact Centre or Field based sales teams as appropriateMaximise all customer interactions through proactively promoting Seqirus products and services to customers to drive increased product salesProactively service call target customers in line with priority listings and business driversWhen required to do so, contact existing and/or potential customers and/or stakeholders to arrange meetings with Seqirus colleaguesWhen required to do so, contact existing and/or potential customers and/or stakeholders for the purposes of gathering market, environment and/or customer informationORDER ENTRY & ADMINSTRATIONRecord all sales and order information for Head Office useTake and manage all product orders in accordance with the relevant Seqirus SOPManage amended and cancelled orders in accordance with the relevant Seqirus SOPLiaise with relevant Seqirus team members regarding blocked orders relating to Validation or Credit limit issuesLiaise with Seqirus customer service team to resolve customer queries in relation to delivery timings and schedulesINFORMATION & COMMUNICATIONKeep accurate records of all correspondence with customersCoordinate communication with all stakeholders across the business to ensure all business leads or interests are dealt with effectively and efficiently in a timely mannerPass information to the appropriate Seqirus team member regarding new, reopened or change of name account requests & other customer master data amendmentsEnsure that any information in relation to a potential adverse event is transmitted to the Seqirus UK Pharmacovigilance Department in line with the SOPConduct all activities in accordance with the current ABPI Code of Practice where relevantCommunicate effectively with the wider field based sales force when requiredAttend regional or national meetings as and when requiredQualifications & SkillsEducated to graduate level (relevant life sciences or business/commercial course)ABPI – preferable to have upon commencing role, if not must have obtained within one year of commencing roleConfident IT userEvidence of good written and spoken EnglishDemonstrable track record in achieving business related targetsPositive customer service attitudeExperience of dealing with HCPs – preferableSAP experience - preferableDrives AccountabilityHolds self-accountable for delivering results and producing work of high qualityPossesses a ‘right first time’ ethos and finds ways to exceedexpectationsDisplays continuous improvement mind-set in all aspects of workSeeks ways to understand and learn from mistakesCustomer FocusPuts the customer firstUpholds all responsibilities and obligations for internal and/or external customersHas high ethical standards and is honest in dealing with othersRaises concerns openlyRecognises the importance of internal customersTeamworkWorks in diverse teams with ease, valuing mix of styles, perspectives and experienceExcellent interpersonal and communication skillsGets the best from other team mates by listening, encouraging others and knowing when own contribution is requiredInnovationIs excited about the opportunities presented by changeSeeks new and better ways of doing thingsComes to situations with ideas and solutions to address issuesAsks questions to gain clarityBusiness & Organisational AwarenessUnderstands how own contribution contributes to resultsBuilds a network of useful contacts to help get things done more efficientlyIs proactive and anticipatory with solutions to problems in the businessSeeks to stretch own capability, willing to operate outside of comfort zoneAction OrientedIs engaged and enthused about workTakes initiative and doesn’t wait to be askedDisplays a can-do attitude in good and bad timesStrives to be the best we they can beDevelops Capability & TalentOpen to learning, adapting and identifying opportunities for self-developmentSeeks feedback in order to improve performanceProactively looks for exposure to new aspects of the jobListens and wants to grow

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