Customer Service Specialist (UK & ICON) BPL Elstree WD6

Headquartered in Elstree, Herts, BPL part of Kedrion, manufactures pharmaceutical products derived from human blood plasma. These products are used to treat patients for conditions such as immunodeficiencies, coagulation disorders and critical care (blood volume deficiency).

BPL are currently recruiting for a Customer Service Specialist (UK & ICON) to join the team located in Elstree. The purpose of the role is receive and process customer orders from international (60%) and UK customers (40%) and to ensure timely delivery with compliant documentation on approved shipping routes through qualified carriers.

This new and exciting opportunity will offer the successful candidate the opportunity to work with various departments across site such as Quality, Sales and Warehouse and work with an organisation where our products change people’s lives, and the purpose of our work is lived and breathed through its people.

Duties & Responsibilities will include –

Export:

• To receive customer orders and:
  • confirm these with the customer based on BPL capabilities,
  • ensure timely preparation of shipments and raise all required documentation, including legalisation as required,
  • arrange shipment of goods through qualified forwarders,
  • to assess letters of credits and gain clearance from Finance,
  • to raise commission and credit notes and secure management authorisation.
• To serve as a first point of contact for overseas and domestic customers in relation to orders and forecasts.
• Solve unforeseen issues in an efficient and compliant manner through liaising with internal and external stakeholders.
• Tracking of order status.

UK Sales:

• Receive and execute customer orders in a timely manner.
• Regular on call duty (in sequence with other team members).

General:

• To liaise proactively with customers and sales staff in case of exceptions, ie if orders cannot be executed as planned.
• Maintain flawless documentation of orders and shipment documentation.
• All transactions to be timely executed in IFS and records maintained in ACTIS (CRM).
• To update and provide data for monthly KPI monitoring.
• Participate and represent UK/ICON in planning meetings.
• Deputise for the Customer Service Manager during absences.
• Represent UK/ICON in cross functional projects as required and applicable.
• Raise Customer Complaints/GDP Incidents and work with QA to investigate
• Raise Change Controls for Business Development in BPL trackwise system

Skills to help you within the role –

• Experience in export management including outside the EU
• Strong customer orientation and ‘be of service’ attitude.
• Superb verbal and written communication.
• Well organised and diligent.
• Strong PC user skills in various environments (CRM, ERP, Excel and other Windows applications).

In return we offer –

We’re looking for highly motivated and experienced people to drive the business forward. In return you’ll be supported in developing your skills with ongoing training and career opportunities.

• Competitive salary
• Bonus
• 25 days holiday
• Pension
• Life insurance
• On-site parking
• Employee assistance programme
• My Healthy Advantage phone app
• Virtual GP
• Cycle to work scheme
• Subsided canteen

BPL is based in Borehamwood, in a secure campus surrounded by natural beauty, greenery, lakes and wildlife. To be part of our brilliant team, please apply today.