Customer Experience Coordinator

Role purpose: To foster excellent customer relationships, ensure timely order processing, and maintain meticulous record-keeping. This role is pivotal in delivering exceptional customer service, providing accurate and timely quotations, and effectively coordinating with internal teams to meet customer needs. The position demands strong leadership, in-depth knowledge of pharmaceutical and medical products, and the ability to build and sustain relationships with clients, ensuring high levels of satisfaction and retention.

Key Responsibilities

Customer Care Management:

• Ensure the delivery of high-quality service to all clients
• Making sure orders are processed in a timely manner in the order per the SOP.
• Building and maintaining long-term customer relations
• Address customer needs, complaints, and issues promptly.
• Train the customer care team on customer service skills for exceptional service.
• Conduct periodical visits to strengthen relationships and gather feedback.

Quotations Management:

• Prepare accurate and competitive quotations for products, in a timely manner considering pricing, product availability, and client-specific requirements.
• Ensure all quotations comply with company pricing policies, industry regulations, and client requirements.
• Work closely with the procurement and sales teams to obtain accurate product information, pricing, and availability.
• Build and maintain an up-to-date price database to ensure rapid turnaround times for quotations, enhancing efficiency and accuracy

Record Keeping and Reporting:

• Prepare and present regular reports on customer care and quotations performance, including key metrics, trends, and areas for improvement.
• Preparing and presenting detailed and accurate sales reports and team performance reports as requested by management.
• Facilitating direct sales and ensuring monthly sales targets for the team are achieved.
• Collaboratively set SMART sales goals with the team.
• Implement effective sales strategies for conversion.
• Conduct regular team meetings for feedback and goal setting.
• Ensure all KPIs for each individual are followed through

Regular monitoring of out of stock and ensure immediate billing once stock is replenished.

Plan and execute special activities to express gratitude to clients during the Customer Appreciation Week.

Perform any other duties as may be directed by the management from time to time 

Qualifications and Skills:

• Bachelor's degree or Diploma in Business Administration, marketing, or a related field desirable.

• In-depth knowledge of the pharma industry, including products, regulations, and market dynamics.

• Relevant certifications in customer service are an added advantage.

• High attention to detail, particularly in handling quotations and customer requests.

• Strong leadership and people management skills.

• Excellent communication and interpersonal skills.

• Ability to resolve issues quickly and efficiently, with a focus on maintaining client relationships.

• Proficient in Microsoft Office and other software.

• Ability and willingness to quickly learn.