Client Relations Assistant

Role Overview

This position is the main customer-facing link inside a pharmaceutical distribution operation, responsible for turning inquiries into accurate orders and ensuring those orders move smoothly from the ERP system through to delivery. On a typical day, the Client Relations Assistant responds to customers by phone or email, checks product availability, enters and corrects order details, and works with warehouse and dispatch teams to resolve any hiccups that could delay a shipment. The work matters because order errors and slow replies directly affect customer trust, repeat business, and the company’s reputation for reliable pharmaceutical supply.

Key Responsibilities

• Respond to customer enquiries about product availability, pricing, order progress, delivery dates, returns, and complaints, and follow up until each issue is closed.
• Enter customer orders into the ERP system with accuracy and speed, verifying product codes, quantities, pricing, and shipping details before submitting.
• Keep ERP records up to date by creating or amending customer profiles, order notes, delivery addresses, and interaction logs as needed.
• Coordinate with picking, packing, invoicing, and dispatch teams to prioritise fulfilment and promptly resolve any stock shortages, documentation mismatches, or logistics delays.
• Track open orders throughout the fulfilment cycle and proactively notify customers of any changes in expected delivery dates or order status.
• Handle complaints and returns professionally by investigating the root cause, arranging replacements or refunds where appropriate, and escalating complex cases to a supervisor or relevant internal team.
• Maintain a clear and complete record of every customer interaction, order change, complaint, and resolution for internal reference and reporting.
• Support the sales team by spotting repeat order patterns, surfacing service problems, and helping to ensure a consistently positive experience for key accounts.

Requirements & Qualifications

• Diploma in Pharmacy, Nursing, Clinical Medicine, Medical Laboratory, Public Health, or another health-related field; a business-related qualification is a plus.
• Proven sales experience in a pharmaceutical or medical distribution environment is required; customer service, order processing, or ERP system experience is an added advantage.
• Excellent customer service and interpersonal skills, with the ability to remain professional and courteous even when handling frustrated customers.
• Clear verbal and written communication skills, suitable for explaining order status, product availability, and policies to customers and internal teams.
• Strong attention to detail and high accuracy when entering orders and maintaining records in the ERP system.
• Sound organisational and time-management skills, able to manage multiple enquiries, orders, and deadlines simultaneously.
• Basic to good computer literacy, including familiarity with ERP systems and standard office software.
• Working knowledge of pharmaceutical products, medical terminology, and common customer requirements in a healthcare supply environment.
• Ability to work effectively under pressure, meet deadlines, and collaborate with sales, warehouse, finance, and other internal departments.