Pinewood Healthcare is a leading developer, manufacturer, and marketer of healthcare products, currently employing over 320 people across two sites in Tipperary and Dublin. Originally established in 1976 to serve the renal care market in Ireland, Pinewood evolved over the years under indigenous Irish ownership until its sale in 2006 to the Wockhardt Group, an Indian global pharmaceutical and biotechnology company headquartered in Mumbai, India. Wockhardt employs over 7,000 people across 27 nationalities with a presence in the USA, UK, Ireland, Switzerland, France, Mexico, Russia, and many other countries. It has manufacturing and research facilities in India, the USA, and UK, and a manufacturing facility in Ireland (Pinewood Healthcare).
Key Responsibilities (include but will not be limited to):
* Work effectively as part of a team in Customer Service.
* Meet with visitors on arrival.
* Daily check on the answering machine and give details to relevant person.
* Deal with incoming post.
* Manage stationery, including kitchen/cleaning supplies.
* Monitor ZBOSER and PSI regularly, addressing issues and communicating with relevant departments and representatives.
* Ensure prompt and accurate responses to calls, faxes, emails, etc.
* Resolve and respond to all customer issues/queries proactively and promptly.
* Conduct monthly customer Bona Fides checks.
* Create manual P/O's.
* Input customer orders into SAP system.
* Copy invoices and PODs upon request from customer, finance, or auditors.
* Manage feedback and daily reports from courier companies, escalating problems as necessary.
* Handle queries, returns, damages, and return credits, managing relevant paperwork.
* Ensure effective and timely processing of uplifts, collaborating closely with sales and warehouse teams.
* Carry out financial credit notes when requested, coordinating with the finance department.
* Create new accounts and liaise with finance and QA.
* Run reports as needed.
* Manage the back order process, including investigation or cancellation of duplicate orders.
* Maintain housekeeping in the work area and main office.
* Coordinate records management and replenish supplies when needed.
* Follow company SOPs, processes, and guidelines at all times.
* Operate to high productivity and competitive standards.
* Handle serious issues encountered in customer service and administration.
* Maintain SAP order modules housekeeping.
* Ensure high communication levels with the warehouse.
* Undertake any other duties as instructed by supervisors or the Supply Chain Manager.
* Participate in company stock takes.
Academic / Experience Requirements:
* Compliance with all policies, procedures, ethical standards, and processes.
* Strong responsibility and accountability skills.
* Ability to build relationships and work effectively across departments.
* Act as a key communicator, ensuring proper information flow within the team and management.
* Develop relationships with current and potential customers.
* Promote the company's reputation and support new business and project rollouts.
* Adhere to all company policies, systems, and standards, and safeguard company equipment.
* Ensure the safety and confidentiality of all company data, manual or computerized.
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