Commercial Account Manager Life Sciences
- Reference: JLSCAM
- Location: Cardiff
- Salary: Upto £35k dependent on experience
- Type: Full time
Just Life Sciences are seeking an experienced Commercial Account Manager to join a global Pharmaceutical company.
We are looking for a commercially focused and customer service orientated professional who has worked within the Life Sciences Sector.
Qualifications, Skills and Experience
- The purpose of the role is :
To proactively manage significant Commercial customer accounts via both existing client relationships and through establishing relationships with new customers transitioned over from Project Management. Satisfy customer needs through the delivery of excellent friendly support and advice, leveraging relationship management skills to ensure excellent customer service delivery leading to customer satisfaction and retention. Using negotiation skills, tact and assertiveness to actively manage the customer and ensure on-time invoicing takes place to meet financial targets.
Management of the Commercial account, including regular tele-cons and face-to-face business reviews; reacting to product specific queries; processing order receipts and complaints in an ethical and timely manner, in the best interest of both the customer and the company, according to internal Service Level Agreements and Key Performance Indicators.
To maintain a position of trust and responsibility by keeping all customer business confidential
Externally responsible for dealing directly with customers to offer advice, status updates and support in relation to relevant client service offerings in a timely manner and with a professional attitude.
Internally responsible for liaising with the relevant service groups to obtain details and solutions to customer requirements.
- To actively drive customer requirements within the organisation to deliver 100% customer satisfaction and maximise On Time Delivery (site target 98%).
To deal directly with the Group's client base, either by telephone, electronically or face to face, in a professional manner at all times, to ensure client expectations and perceptions of the Group's customer service activities are maintained to high standards.
To ensure accurate and timely minutes are issued from commercial account telecons / meetings.
Establish and build strong working relationships within the business leaders and fellow team members to ensure the successful delivery of services to customers.
Respond promptly to customer enquiries ensuring timely and accurate information is communicated.
Investigate, track and resolve customer and client concerns, identify trends and implement solutions.
To work closely with a broad range of internal business partners to ensure customer queries are resolved.
Establish and strengthen customer relationships with decision makers across functions and regions where applicable in relation to the customer account.
Handle and resolve customer complaints (interacting with internal support groups and QA).
Ownership of a personal monthly invoice target, including reporting back financial performance each month against target.
Champion time slot adherence for Commercial Services.
Order Processing within SAGE LINE 500.
Direct requests and unresolved issues to the designated internal resource.
Keep records of customer interactions, enquiries, comments, transactions and actions taken.
Follow up on customer interactions.
To continuously learn about organisational product and services keeping up to date with any changes.
To comply with all Company Policies and management instructions relating to internal and external Health & Safety, Environmental Standards and operational requirements as required.
To undertake such tasks and to manage specific internal or ad hoc projects as and when required to meet department and business needs and within the scope of the job-holder’s capabilities and responsibilities.
- Preferably Degree educated
Previous Work Experience:
- Minimum of 5 years’ experience working in a Pharmaceutical industry
Experience of working within a pressured commercial environment
Customer service orientation – to provide excellent customer care.
Interested then please email your CV to justyn at justlifesciences dot com
Just Life Sciences
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