Senior Customer Services Advisor - Reed : Job Details

• Location: Head Office
• Hours per Week: 37.5
• Reporting To: Operations Team Leader
• Date: 5th July 2023

We are seeking a Senior Customer Services Technical Specialist to provide exceptional product and service information, process orders, and ensure efficient despatch and delivery to our customers. This role is integral to maintaining our high standards of customer service and operational excellence in the medical device industry.

Day-to-Day Responsibilities:

• Communicate effectively with customers, sales representatives, and sales agents.
• Manage telephone inquiries and process orders, loans, and consignments using DEAR CRM.
• Track back orders, handle pricing queries, and generate quotations.
• Maintain and update customer accounts and records.
• Prepare and file invoices after the despatch of orders.
• Resolve product or service issues by clarifying customer complaints, determining the cause of the problem, and selecting the best solution.
• Maintain financial accounts by processing customer adjustments.
• Prepare product or service reports by collecting and analyzing customer information.
• Contribute to team efforts by accomplishing related results as needed.
• Assist in preparing orders within the warehouse environment for despatch.
• Ensure compliance with the Quality Management System and contribute to continuous improvement initiatives.
• Learn other job roles within the company to provide support during absences.

Essential Skills & Qualifications:

• Experience in the Medical Device Industry, particularly with sterile and non-sterile implantable medical devices.
• Highly effective communication skills and proficiency in administrative tasks.
• IT literacy with strong capabilities in Microsoft Office applications (Word, Outlook, Excel) and DEAR CRM.
• Ability to work independently and as part of a team, with excellent problem-solving skills.
• Demonstrated involvement in continuous improvement of processes focusing on quality, productivity, and customer engagement.

Highly Desirable:

• Experience working in a professional office environment.
• A Levels or higher education (or equivalent).

Competencies:

• Strong decision-making and judgement skills.
• Excellent relationship-building capabilities across the organisation.
• Proactive and independent in managing workload.
• Strong internal drive and motivation to add value to the organisation.

To apply for the position of Senior Customer Services Technical Specialist, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.