Amy Craddock Email & Phone Number

Crawley, England, United Kingdom

To gain our customers confidence, loyalty, and business through the efficient and effective processing of customer orders and queriesAchieving and maintaining the highest level of procedural efficiency, customer satisfaction and wellbeingTo be part of the CCO Leadership team and to ensure that the team runs smoothly and efficiently from an operational perspective.To work with stakeholders involved in key CCO projects.

Crawley

Daily, weekly, monthly operational reporting for both multiple sites. Creation and distribution of month end KPI reporting. Quarterly, annual creation of various reports to track changes and trends in customer activity. Performance Related Pay (PRP & CTW) calculations for CCO team. Administer Customer Segmentations, distribution and maintenance of unclassified accounts. Sales trend reporting; analysis of own product lines v competitor etc.. Patient retention rates, EPS increase mapping, PPD analysis, gap analysis.Monitor supplier base; OTIF in conjunction with Warehouse Logistics Supervisor (sales reports, weekly backorder reports)Monitor and report on stock write-off and payments received v outstanding. Support e-Business Co-ordinator when required. Adhoc reports for Leadership Team.

Crawley

Working with P2P providers to increase the touchless ordering process. Monitoring NHS/Private customers ordering methods with an aim to reduce manual order processing by Customer Services. Managing customer e catalouges, e Invoices and auto acknowledgments. Assisting sales team with customer analysis to ensure reductions in cost to serve.Identifying areas for process improvement/automation across Europe, working on projects to launch new applications/processes and assisting IT team in system testing and end user training for any new applications/processes. Training new Customer Service staff across Europe as required, part of a European trainer pool to assist existing Customer Service staff with any queries. Creating new Work Instructions and ensuring all existing Work Instructions are up to date for Europe.

Processing quotation requests from Sales Force, ensuring the correct level of authorisation has been recieved. Monitoring OJEU for new tendering opportunitites, expressing interest & coordinating our Tender responses. Submitting tenders in advance of any customer deadlines. Processing tender awards/losses and the associated admin throughout the life of the Tender. Attending pre/post tender meetings and any further meetings as required by the customer.Dealing with any Customer pricing queries/requests, ensuring electronic catalouges are up to date. Assisting colleagues in Contrats/Customer Care departments with price queries.

The main part of my role in Customer Services was to process email, fax and phone orders from customers. I also had to deal with telephone queries from users of our products and assist the sales representatives when they requested information. I had several main accounts to look after which involved solely processing their orders and dealing with any stock or pricing questions that they had. I was also involved in the implementation and testing of the new ecommerce ordering system which lead to the training of my Customer Service colleagues. Following on from this project I was given an additional role of European Customer Service Trainer and assisted in training new Customer Service Staff based around Europe

Geography, English Lit & Sociology A-Levels

Education record