Senior Customer Service Executive

Pinewood Healthcare is a leading developer, manufacturer and marketer of healthcare products, currently employing over 320 people across two sites in Tipperary and Dublin. Originally established in 1976 to serve the renal care market in Ireland, Pinewood evolved over the years under indigenous Irish ownership until its sale in 2006 to the Wockhardt Group, an Indian global pharmaceutical and biotechnology company headquartered in Mumbai, India. Wockhardt employs over 7,000 people across 27 nationalities with a presence in the USA, UK, Ireland, Switzerland, France, Mexico, Russia and many other countries. It has manufacturing and research facilities in India, the USA and UK and a manufacturing facility in Ireland (Pinewood Healthcare). Job Accountabilities

• Teamwork: Works with colleagues in Export Sales and other departments to achieve the overall company goals. Facilitates effective team interaction. Acknowledges and appreciates each team member's contributions. Works

effectively to utilize each team member to his/her fullest potential.

• Customer Focus: Displays a passion for delivering a positive experience to both internal and external customers. Actively listens and seeks information from customer and displays empathy. Identifies customer's needs and

checks for understanding. Meets or surpasses the customer's needs and assesses the level of customer satisfaction throughout the interaction.

• Planning & Organising: Organises own time effectively, creates own work schedules, prioritises workload, prepares in advance and sets realistic timescales. Monitors progress towards operational or strategic objectives.

Makes sure all activity and resources are used efficiently and effectively.

• Decision Making & Problem Solving: Ability to analyse situations, diagnose problems, identify the key issues, establish and evaluate alternative courses of action and produce a logical, practical and acceptable solutions.

Communication: Ability to effectively communicate, both verbally and in writing, with individuals and groups. Ensures there is an effective flow of information in terms of awareness and understanding. Is flexible and able to use varying styles and methods of communication.

• Provide support for International Customer Services Department.
• Process and monitor the change control process
• Deal with customer queries and respond in a timely manner in managing customer accounts
• Manage and maintain order entry and process of credit claims for customers
• Prepare necessary documentation to ensure timely shipping of goods
• Prepare and produce reports accurately
• Maintain the administration systems and processes in an organised and efficient manner
• Continuously seek to improve and evaluate systems and processes to ensure work is conducted in the most efficient and effective manner for internal and external customers.
• Foster excellent communication between all business functions, both internally and externally.
• Work together with other Wockhardt functions to share best practice across the Wockhardt Group
• Key responsibilities listed above are not exhaustive and may vary depending on the demands of the role.
• Key point of contact when the customer service manager is absent.