Job Purpose

The Client Relations Assistant is responsible for providing efficient and professional support to customers by responding to enquiries, processing orders, coordinating order fulfilment, and addressing customer service requests. The role ensures that customer orders and related information are accurately captured and maintained in the ERP system to facilitate timely and efficient service delivery.

 Key Responsibilities

• Receive, respond to, and follow up on customer enquiries relating to product orders, product availability, order status, deliveries, complaints, returns, and other service requests.
• Process customer orders accurately and promptly in the ERP system.
• Capture, update, and maintain accurate customer and order information in the ERP system.
• Coordinate with relevant internal teams to facilitate timely picking, packing, invoicing, and fulfilment of customer orders.
• Monitor the status of customer orders and provide customers with timely updates on deliveries and order fulfilment.
• Handle customer complaints and returns professionally and escalate complex issues to the appropriate team or supervisor.
• Maintain accurate records of customer interactions, orders, complaints, returns, and other service-related activities.
• Support the sales team in maintaining strong customer relationships and ensuring a positive customer experience.
• Follow established company procedures and policies relating to customer service, order processing, and product handling.
• Perform any other duties related to client relations and order administration as assigned by the supervisor.

Key Performance Areas

Performance in this role will be assessed based on:

• Accuracy and timeliness of customer order processing.
• Responsiveness to customer enquiries and service requests.
• Timely resolution and escalation of customer complaints.
• Accuracy and completeness of ERP records.
• Timely coordination of order fulfilment and deliveries.
• Quality of customer service and customer satisfaction.
• Effective collaboration with internal departments.

Contract Period

• This is a three (3) month position, subject to the terms and conditions of the employment contract.

Candidate Profile

• The ideal candidate should have a health-related academic background, preferably combined with experience in pharmaceutical sales. The candidate should be customer-focused, detail-oriented, organized, and able to efficiently manage customer orders and enquiries while coordinating with internal teams to ensure timely fulfilment.

Requirements

Academic & Professional Qualifications

• Diploma in Pharmacy, Nursing, Clinical Medicine, Medical Laboratory, Public Health, or another relevant health-related field.
• A qualification in a business-related course is an added advantage.
• Additional training in customer service, sales, or business administration will be an advantage.

Experience

• Previous experience in sales within a pharmaceutical setup is required.
• Experience in customer service, order processing, or working with an ERP system is an added advantage.

 Key Competencies and Skills

• Excellent customer service and interpersonal skills.
• Good verbal and written communication skills.
• Strong attention to detail and accuracy in order processing.
• Good organizational and time-management skills.
• Ability to handle customer complaints and enquiries professionally.
• Ability to work effectively with sales, warehouse, finance, and other internal teams.
• Basic to good computer literacy and ability to work with ERP systems.
• Good understanding of pharmaceutical products and customer requirements.
• Ability to work under pressure and meet deadlines.
• Professional, courteous, and customer-focused approach.