CJS Customer Liaison Officer - Head Office (Midrand) at Dis-Chem Pharmacies

Job Description

Dis-Chem Pharmacies (CJ Distribution) requires a Customer Liaison Officer at our Head Office in Midrand. Act as a liaison and provide product/ services information and resolve any concerns that our clients/ suppliers might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction

Minimum Requirements…

Essential:

• Grade 12 / Matric or Senior Certificate
• Minimum of 2 – 5 years relevant experience in customer service
• Post Basic Pharmacist Assistant Qualification

Advantageous:

• Relevant Business Development Qualification
• SAP experience, Unisolve and EWM. Specialised Hospital and Surgical experience

Job Specification…
Pharmacy Council:
Perform the following services or acts under the direct personal supervision of a pharmacist:

• The sale of Schedule 1 and Schedule 2 medicines or scheduled substances;
• The distribution and control of stock of Schedule 1 to Schedule 6 medicines or scheduled substances;
• The ordering of medicine and scheduled substances up to and including Schedule 6 according to an instruction of a person authorised in terms of the Medicines Act to purchase or obtain such medicine or scheduled substance;
• The reading and preparation of a prescription, the selection, manipulation or compounding of the medicine, the labelling and supply of the medicine in an appropriate container following the interpretation and evaluation of the prescription by a pharmacist;
• Give accurate instructions to the customers regarding the correct use of medicine supplied.

Product Sourcing:

• Optimise sourcing procedures to attain maximum efficiency.
• Use sound ethical negotiation strategies and secure profitable deals.
• Generate and implement efficient sourcing and procurement management strategies.
• Assess supplier performance and supply chain risk to avoid customer disruption by developing alternative suppliers/ materials.
• Liaise between suppliers, manufacturers, relevant internal CJS Team and customers.
• Liaise directly with the warehouse to ensure orders are prioritised.

Stakeholder relationships:

• Represent the company well at all times in line with the mission, vision and values.
• Actively develop, nurture and grow meaningful supplier relationships.
• Ensure a high standard of care and best practice is being delivered to the customer/ suppliers.
• Ensure speedy resolution of client complaints and recommend solutions to the business unit to assist in identifying better ways of providing a service.
• Undertake customer satisfaction research to identify customer’s experience.
• Obtain and evaluate all relevant information to handle product and service inquiries and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Use customer and store feedback to improve future customer service.
• Re-launch initiative to increase customer satisfaction.

Customer Service:

• Manage large amounts of inbound and outbound calls in a timely manner.
• Create orders in time, to meet cut-of and delivery timelines.
• Keep record of communication to internal and external stakeholders about orders and progress.
• Handle complaints about unfulfilled orders.
• Follow communication “protocols” and turnaround times, when handling different customer queries.

Reporting & Administration:

• Provide feedback on the efficiency of customer service process.
• Log all resolved and unresolved queries on a daily basis for reporting purposes.
• Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a longer term solution is provided.
• Compile reports on relevant products and their sales, quality and feedback.
• Liaise with various stakeholders to discuss sales performances and act accordingly.
• Present new ranges to senior managers on a regular basis.
• Prepare any ad-hoc and order reports for management.

Competencies

Essential:

• Computer Skills – Microsoft Office: Word, Excel, PowerPoint, Outlook and SAP
• English – Read, write and speak well.
• Knowledge of prior medical product knowledge (Wholesaler/ Hospital and Supplier)
• Knowledge is resolving customer queries
• Interpersonal skills
• Communications skills

 Advantage:

• 2nd Additional language.

Special conditions of employment:

• South African Citizen
• MIE, clear criminal and credit