Account Executive

SUMMARY:
Our Client based in Pretoria is looking for an Account Executive to handle a range of customer accounts within a customer service environment, using knowledge and skills gained through training to handle the customer efficiently and effectively.

POSITION INFO:

Qualification/Requirements

• BSc or Pharmacist Assistant
• 2-5 years’ experience in Customer Services
• Experience in Sales or Account Management
• Experience with CRM or ERP systems

Responsibilities

• Process customer orders accurately for each enquiry through to completion to deliver the right drug, to the right patient, at the right time
• Adhere to set regulatory and legislative standards and the Company processes;
• Make recommendations on improvements and refinements
• Quotations in line with mapped processes for respective regions
• Accurately record and capture all data collected during order processing
• Ensure familiarisation and confidence in using all systems and processes within Customer Services department
•  Keep up to date with Standard Operating Procedures to ensure compliance
• Respond to inbound calls, emails and faxes consistently meeting and maintaining the department KPIs ensuring that response times for customers does not fall outside of SLA
• Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer’s needs
• Resolve customer enquiries with relevant Q&A and options, escalating when out of scope
• Make outbound calls to assigned customers to support tactical projects for GA and MA business units
• Make proactive calls to customers to support account development needs as and when required
• Ability to de-escalate calls in an effective manner
• Build long-term an ongoing external customer relationship through effective communication and interpersonal skills
• Keep all records up to date and in relevant files including Oracle
• Exchequer, AX or any other system (CRM or ERP)
• Ensure effective long-term working relationship with all internal customers and support functions within the business
• Support the customer account needs and goals in line with the country plan KPIs
• Develop relationship with customer accounts in order to deal with queries on a first
  contact basis
• Promote Idis Online and encourage customers to process own orders
  through the automated facility
• Ensure that complaints are escalated immediately and corrective actions are implemented promptly to ensure customer relationship is maintained
• Achieve personal objectives set by line manager and relevant team and divisional KPIs
• Develop a good working knowledge of trends and developments in the Pharmaceutical industry,  relevant to the Group’s business strategy
• Develop and maintain an understanding of all relevant Company and client products to support the assigned customer account needs
• Develop and maintain effective business relationships with key Group staff
• Assist and support other areas of the business as and when necessary
• Comply with all internal practices and SOPs
• Work in a flexible manner to ensure satisfaction at all levels with all clients (internal and external)
• Sharing of knowledge and skills with the commercial teams across the Group
• Self-Managed with ability to self-check work
• Confidence in working with a variety of communication methods (fax/email/phone)
• Adhere to relevant legislation in dealing with customer data

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