Customer Service Co-Ordinator

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.

Summary

This role is responsible for the data management for fulfilment of orders, pricing validation of services, manual billing, disputed invoice resolution, customer queries, account management within the Hospital Customer Services team within Fulfilment. 

Key Accountabilities

•  Process daily customer queries and order placements 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 & patient orders that have not reached Fulfillment
•    Conduct root-cause analyses of erroneous transactions and undertake corrective actions
•    Responsible for setting up the correct pricing for customers/patients as per existing and new contractual requirements
•    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 reports for the Renal teams as requested

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 

#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

Recruitment Fraud Notice

Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.