Customer Care Coordinator

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Join us!

We have a new opening within fulfilment for a Customer Care Coordinatorto join our Hospital Customer Services team, based in Northampton!

This role is responsible for the data management for fulfilment of orders, pricing validation of services, manual billing, disputed invoice resolution, customer queries and account management.

The working hours are 9am to 5pm, Monday to Friday.

As a Customer Care Coordinator, you will:

• Process daily customer queries and order placements (received via different channels) within the pre-defined timescales

• Allocate EANs (European Article Number) to customer orders as part of EDI (Electronic Data Interchange) mapping and undertake daily system maintenance

• Ensure back-order releases are in place within the defined timescales in line with Company SLAs (N.B. For renal orders, the end-to-end process for back orders will need to be managed)

• Troubleshoot and resolve held electronic orders within the order processing system

• Ensure all invoices and additional charges are created and processed within the working month

• Investigate disputed invoice queries and undertake remedial actions to resolve them

• Build and maintain strong relationships with internal stakeholders (e.g. Commercial, Quality Assurance, Warehouse, Transport) and external suppliers (e.g. system provider)

• Respond to all queries and requests within the team’s shared inbox within a timely manner

• Investigate and resolve customer orders that have not reached Fulfillment

• Conduct root-cause analyses of erroneous transactions and undertake corrective actions

• Check and maintain the NHS Supply Chain and TPS portals.

• Conduct pricing validations on a monthly basis and undertake corrective actions

• Support new customer account creation by conducting commercial & compliance validations in line with Quality & MHRA requirements

• Manage mass customer communications for changes to delivery schedules during bank/public holidays

• Support with data validation within generated reports to identify order discrepancies

• Generate ad hoc reports as requested

W​hat are we looking for?

Experience

• Successful experience in using JDE or Sales Force (and/or any similar data systems)

• High volume order processing

• Previous experience in resolving invoice queries

• Demonstrable experience in meeting tight and competing deadlines

• Prior experience with data reporting and data management tools would be advantageous

• Previous experience in Telephony (or any other telephone system)

Skills

• Strong problem solving skills (e.g. conduct root-cause analyses)

• Process driven

• Strong attention to detail /accuracy

• Comfortable with managing large volumes of data

• Strong and effective written/verbal/phone communication skills

• Good stakeholder management

• Strong numeracy skills

• Good organizational skills

Knowledge

• Expert knowledge of Excel (formulas, vlookups, pivots). Competence with macros would be advantageous

What are some of the benefits of working at Vantive

• Professional development opportunities

• High importance placed on work life balance

• Commitment to growing and developing an inclusive and diverse workforce

#IND-UKOPS

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

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