APPLY NOW, CUSTOMER SERVICE AGENT WANTED AT ADCOCK INGRAM – AEROTON
Adcock Ingram is inviting experienced customer service professionals to apply for a Customer Service Agent position based in Aeroton, Gauteng. This full-time opportunity is suited to an individual with a strong background in customer service, order processing, stock management and resolving customer queries.
The successful candidate will play an important role in maintaining customer satisfaction by ensuring that orders, deliveries, backorders, product enquiries and credit requests are handled accurately and efficiently. The position requires someone who understands the importance of reliable service, clear communication and taking responsibility for customer concerns from the initial enquiry through to final resolution.
Working in the healthcare and pharmaceutical environment requires a high level of attention to detail. Customers may depend on the timely availability and delivery of medical products and supplies, making accuracy, urgency and effective coordination essential parts of this role.
Job overview
Company: Adcock Ingram
Position: Customer Service Agent
Employment type: Full-time
About the Customer Service Agent position
The Customer Service Agent will serve as an important point of contact between Adcock Ingram and its customers. The role involves managing customer requirements, processing orders, monitoring deliveries, following up on outstanding stock and coordinating the resolution of service-related problems. This is not simply an order-capturing position. Adcock Ingram is looking for a customer-focused professional who can understand customer needs, identify potential problems and take the necessary steps to achieve practical solutions.
The successful applicant must be comfortable communicating with customers and working with different internal departments to ensure that requests are handled correctly. This includes following up on outstanding matters, providing accurate updates and making sure that customers are not left without feedback.
The position also requires an individual who can remain professional when dealing with difficult situations. Customers may experience delays, stock shortages, incorrect orders or other service challenges. The Customer Service Agent must respond with patience, empathy and a commitment to resolving each matter.
Key duties and responsibilities
1. Customer service and order processing
A major responsibility of the position is ensuring that customers receive professional and dependable assistance throughout the ordering process. The successful candidate will be expected to understand customer requirements and provide suitable information about available products and services. Customer orders must be captured and processed accurately, taking into consideration quantities, pricing, requested delivery dates and any additional instructions.
Before processing an order, the agent must confirm that all necessary information is available and correct. Accurate order records must also be maintained to support effective monitoring and communication. Other responsibilities include monitoring orders as they move through the relevant processes, responding to order-related questions and ensuring that customers receive regular updates about the progress of their requests.
2. Distribution and delivery coordination
The Customer Service Agent will work closely with the Distribution Department and other relevant internal teams to support the successful delivery of customer orders. This involves ensuring that all necessary information and processing requirements are completed before deliveries are arranged. Where outstanding issues could affect delivery, the agent must communicate with the appropriate departments to find a solution.
The successful candidate will also monitor delivery progress and provide customers with reliable information about expected delivery dates. If a delivery delay or operational challenge arises, customers should be informed as early as possible. The agent must take responsibility for following up on delivery-related problems until an appropriate resolution has been reached.
3. Backorders and stock management
Managing customer backorders is another important part of the position. The agent must regularly monitor outstanding orders and follow up on products that are not immediately available. Customers should receive clear information about stock availability and expected fulfilment dates. This requires effective communication with the relevant internal teams to obtain accurate updates.
The successful applicant will also handle product and stock-related enquiries, ensuring that information provided to customers is correct and consistent. Where stock shortages or other supply challenges could affect customer service, the agent must identify the issue and escalate it when necessary. The objective is to minimise inconvenience and help customers understand the available options and expected timelines.
4. Returns and credit requests
The position includes handling Return Merchandise Authorizations (RMAs) and customer credit requests in accordance with Adcock Ingram’s established procedures. The agent must ensure that requests are properly recorded and supported by the required information and documentation. Incomplete or inaccurate records may delay the processing of returns and credits, so careful attention to detail is essential.
Responsibilities include submitting RMA and credit requests, maintaining accurate records, following up on outstanding cases and communicating relevant progress or outcomes to customers. The successful candidate must understand the importance of following company procedures when handling these requests and ensuring that customers receive appropriate feedback.
5. Customer query investigation and resolution
Adcock Ingram expects the Customer Service Agent to take responsibility for customer enquiries until they have been resolved or appropriately escalated. The successful candidate must investigate customer concerns carefully, identify the underlying problem and communicate with the relevant departments to establish the correct course of action. Instead of simply transferring unresolved matters between departments, the agent must monitor progress and ensure that someone is actively working towards a solution.
When a matter requires additional authority or specialized assistance, it must be escalated through the appropriate channels. Customers should also be kept informed throughout the process. This responsibility requires persistence, sound judgement and the ability to manage several customer requests without losing track of outstanding issues.
6. Building and maintaining customer relationships
The Customer Service Agent will be expected to develop professional relationships with customers, colleagues and internal stakeholders. Building customer confidence requires consistent service, honest communication and a willingness to understand individual customer requirements. The successful applicant must listen carefully, ask relevant questions and adapt their communication style according to the customer’s needs.
This is particularly important when dealing with customers who are frustrated, dissatisfied or experiencing urgent service problems. The agent must remain respectful and constructive during difficult conversations while demonstrating a genuine interest in resolving concerns. Every interaction should contribute towards a positive customer experience and protect the organisation’s professional reputation.
Minimum qualifications and experience
Applicants must have a strong background in customer service and order management. Adcock Ingram requires candidates to meet the following minimum experience and skills criteria:
At least five years of experience in customer services or a related field. Extensive experience working with an Order Management System. Practical experience capturing and processing customer orders. Experience assisting customers with order-related enquiries. Ability to handle stock availability and product-related questions.
Experience responding to delivery enquiries and order-status requests. Extensive experience providing direct customer service and support. Strong computer literacy and the ability to work with Microsoft Office applications. Candidates must also demonstrate the ability to maintain accurate records, communicate professionally and manage customer requests efficiently.
Microsoft Office skills
Computer literacy is an important requirement because the role involves processing information, maintaining records and communicating with customers and internal departments.
The required Microsoft Office proficiency includes:
Microsoft Excel – Highly proficient: Applicants should have strong Excel skills and be comfortable working with spreadsheets and customer-related information. Microsoft Word – Proficient: Candidates must be able to prepare, edit and manage written documents. Microsoft PowerPoint – Proficient: Applicants should be comfortable using presentations and related documentation when required. Experience using an Order Management System is particularly important because the successful candidate will regularly process customer orders and monitor their progress.
Advantageous requirements
Although the advert identifies the following as advantageous requirements, it also specifically states that medical industry experience is required, preferably in a healthcare, pharmaceutical, medical supplies or related environment.
Additional advantages include:
A relevant tertiary qualification. Previous experience working with Customer Relationship Management (CRM) systems. Experience dealing directly with hospitals and clinics. Experience assisting patients with product, order, stock or delivery enquiries. Previous employment in a pharmaceutical, medical or healthcare customer service environment. Experience in the medical industry can help applicants understand the importance of accurate information, dependable order processing and timely communication when supporting healthcare customers.
Personal qualities required
The ideal candidate must be organised, dependable and committed to delivering excellent customer service. The role requires someone who can manage competing priorities while maintaining accuracy and professionalism. Important qualities include empathy, patience, resilience, accountability, attention to detail and strong communication skills.
Applicants should also be proactive problem-solvers who are willing to follow up on outstanding matters rather than waiting for customers to make repeated enquiries. The ability to work under pressure is essential, particularly when dealing with urgent orders, delivery challenges, stock shortages and dissatisfied customers.
Privacy notice and application information
Adcock Ingram Holdings Limited and its subsidiaries process personal information during recruitment in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA). By submitting an application, candidates consent to the processing of their personal information for recruitment purposes. This may include verifying information supplied, contacting references, conducting background checks and requesting participation in aptitude tests or other recruitment assessments.
The company may also use the information provided to identify other professional opportunities that could be suitable for an applicant. Personal information will be securely stored by the Human Capital Department. If an application is unsuccessful, the information may be retained for up to 12 months after the application process closes. If the candidate is appointed, the relevant information will be transferred to their employee file.
Adcock Ingram reserves the right to make an appointment. Only shortlisted candidates will be contacted. Applicants who have not received feedback within 30 days after the closing date should consider their applications unsuccessful.
How to apply
Application link: Apply for the Customer Service Agent position at Adcock Ingram
Applicants should ensure that the information submitted is accurate and that their work experience clearly demonstrates their suitability for the position. Before applying, candidates should review the minimum requirements, particularly the five years of customer service experience, Order Management System knowledge and Microsoft Office proficiency.