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Our organization, HealthPlus Limited is Nigeria's 1st Integrative Pharmacy, the fastest growing pharmacy chain in West Africa. Since 1999, we have been committed to our mission of helping people achieve optimum health & vitality. In 2010, a sister company was birthed - CasaBella International Limited. CasaBella, a one-stop store for beauty and grooming ...
Details:
Key elements of the role
Desired Skills & Experience
The Customer Service Manager will be responsible for directing the management of day-to-day operations of a team of representatives who handle customer service inquiries, order processing, and problem resolution. Oversee the development and implementation of policies, procedures, operating structure and systems.
Key elements of the role
Report to the COO
o Support with the planning, developing and implementing of strategy for the customer relationship management function
o A courteous, professional and friendly phone manner
o Solve product or service problems by clarifying the customer's complaint and explaining the best solution to solve the problem
o Initiate required action for response to customer service requests for order changes, maintenance of order/customer information files and communicate changes to the appropriate personnel/departments
o Play a role in the development of proficient customer relationship management processes and applications.
o Develop, optimize and implement business models for retention of company’s customer base
o Manage and optimize customer information on a customer relationship management software
o Advice on customer relationship management activities and ensure monthly reporting
o Identify and implement processes to improve and ensure accuracy of customer data
o Manage the customer care telephone lines
o Ensure key customer memorable events are promptly acknowledged
Desired Skills & Experience
o A good degree with 7 years minimum experience in a structured organisation, 3 years of which must be in a managerial capacity
o Membership of a recognised professional body is an added advantage
o Leadership, managerial and teambuilding skills
o Negotiation and persuasion skills
o Excellent interpersonal and people skills
o Planning & organisational Skill
o Ability to manage time and prioritise tasks
o Good problem solving and decision making skills
o Excellent verbal and written communication skills
o High standard of attention to detail
o In-depth knowledge of customer service principles and practices
o Proficiency in CRM systems
o A good working Knowledge of Microsoft Office Suite like Word, Outlook, and Excel
The Business Process Manager facilitates process mapping exercises across the HealthPlus Group to document existing business processes; identifies gaps or inefficiencies causing a value loss to the company; formulates and defines value based process improvements through research, understanding of business processes and industry practices in alignment with corporate goals; and crafts, conducts and participates in effective communication forums with business groups across the organisation.
Key Elements of the Role
Report to the COO
o Facilitate process mapping sessions with all departments of the HealthPlus Group and others to gain a comprehensive understanding of company processes
o Track and document existing business processes, capturing inputs and outputs as appropriate
o Evaluate processes for gaps, inefficiencies, high costs and ineffective areas
o Evaluate opportunities based on efficiency gain, cost savings and necessity to meet corporate goals
o Define process improvements that reduce inefficiencies or increase output quality
o Provide impact and cost benefit analysis for process improvements, system modifications and or data modifications
o Communicate impacts to affected groups in appropriate and timely manner
o Provide support for corporate business process initiatives to utilise standardised process maps and terminology across the organisation
o Document process improvements in the form of business requirements, communicating with appropriate divisions as necessary to implement changes
Desired Skills & Experience
o Bachelor’s degree in Science, Business or other related field
o Minimum of 8 to 10 years related experience in a structured organisation
o Strong familiarity with MS Visio, MS Office, SharePoint and other process related systems
o Experience with the use of a Business Process Management suite is an advantage
o Extensive experience with business analysis, business processes and requirements gathering
o Robust knowledge in mapping business processes and process re-design
o Advanced facilitation skills
o Advanced communication verbal and written skills
o Demonstrated ability to work in interdisciplinary groups or independently with minimal supervision
o Demonstrated ability to work in fast paced, fluid environment
o Demonstrated ability to influence outcomes in a tactful and appropriate professional manner
Details
o Reporting to the Procurement Manager, this role assists in the strategic sourcing, procurement, contracting and evaluation of services of the Company’s inventory suppliers
o Lending supervisory and operational support to ensure the efficient end-to-end procurement process for the local pharmaceutical portfolio from pharmaceutical wholesalers
o Sourcing alternatives for ethicals when out-of-stock
o Supporting the coordination of the Procurement Unit’s planning process including Supply and Demand forecasting, Inventory Management, on-time delivery and a several other tactical and strategic procurement issues
o Act as an effective and proactive liaison between the Procurement Unit, other departments and the retail outlets in order to successfully forecast, plan and meet purchase deadlines
o Monitoring inter-branch inventory transfer to ensure timeliness and correctness
o Search for new potential suppliers, negotiate and provide input for supply contracts, manage and develop existing and potential supplier pool and update the approved Vendor List as required
o Negotiating with local and international suppliers on behalf of the Procurement Unit
o Working with other members of the Procurement Team towards the achievement of agreed Unit and organizational targets and goals
o Embracing continual learning; staying informed of advances in purchase technology and approaches in order to improve Supply Chain operations
Desired Skills & Experience
o A registered Pharmacist with 3 years’ minimum experience in a structured organization, preferably the Procurement Function of a private hospital
o Analytical and extremely detail-oriented
o Negotiation skills
o Excellent Interpersonal skills
o Planning and Organizational skills
o Able to effectively self-manage time and prioritize tasks
o Good problem solving and decision making skills
o Excellent verbal and written communication skills
o A good working knowledge of Microsoft Office tools such as Word, Outlook and Excel
o Membership of a recognized and relevant professional body is an added advantage
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