Aftercare Support Handler/Travel Coordinator Pharmaceutical

Location: Speke, Liverpool (hybrid working)

Type: 12 month fixed term contract (mat cover)

Hours: Monday – Thurs either 8:00-16:30 or 9-17:30 and Friday either 8:00-14:00 or 9:00-15:00

Our Client, a leading Pharmaceutical company are looking to recruit for a Aftercare/ Travel Coordinator to work at their state of the art facility in Liverpool; reporting to the Aftercare Support Manager this role will aspects of customer service, administration, planning and problem solving. A great role to get stuck into!

The Role:

• Case management of Support Cases from initial contact with a customer with through to completion.
• Reviewing and raising customer Support Cases on the database for review by internal teams.
• Problem solving customer issues by distributing Support tasks to relevant departments within the business, chasing responses and formulating solutions for customers.
• Liaising with internal departments for short-term solutions and for long-term improvements.
• Liaising with customers via phone, email, or Teams/Zoom regarding Support Cases.
• Building relationships with customers whilst resolving complaints.
• Organising support for customers dependent on their requirements:
• Arranging warranty orders, including return of damaged goods.
• Arranging conference calls between technical staff and customers.
• Administering the Service Technician’s calendar with the Service Technician involved.
• Linking travel arrangements for Service Technicians to Support Cases.
• Liaising with customers, Service Technicians and Salespeople to make site arrangements.
• Being a point of in-house contact for the Service Technicians
• Creating and issue of Site Service Training certificates.
• Managing Company travel requests, ensuring compliance with the Company Travel Policy.
• Planning and booking travel, including flights, hotels, car hire etc. via travel platforms, agents or direct
• Creating itineraries for travelers and helping with support documentation e.g. VISA’s
• Record keeping & administration of company systems, i.e., managing the database, approvals, confirmations, cost etc., providing analysis where required.
• Monitoring travel reports to ensure the welfare of our travelers, being a point of contact and reaching out to travelers with important information.

The Person:

• Proficient in Microsoft applications (Office, Word, Outlook etc)
• Strong written and verbal communication skills, solid spoken and written English language essential.
• Previous customer service experience essential.
• Experience using a CRM system and/or ERP.
• Strong organisational skills and can work on initiative.