Job title: Customer Services Representative
Job Purpose:
- To offer a professional communication link between organisation and our customer base for the placing of orders, raising of queries, requests of information and general support.
- To provide a high standard pro-active support facility to Sales Representatives and Technical Services engineers.
- To seek opportunities of improving the service that is provided for our external/internal customers.· To actively promote and support organisation’s Sales Activities.
- To seek opportunities of improving our services as a sales tool
- To support the wider Customer Logistics team when and if required
Key Responsibilities:
- To offer our customers a first-class service to compliment the rest of the organisation corporation.
- Processing of sales orders.
- Processing quotations, if needed
- Processing invoices, if needed
- Maintenance and promoting growth of our automated ordering systems
- Managing On Time in Full KPIs where possible ensure timely delivery of products to meet customer requirements.
- Trying to meet Service Levels / KPI´s
- Pro-actively seek methods of improving the services provided by the department
- The department supports the sales and where necessary, the marketing teams, in their endeavours to achieve the company sales targets.
- To support the wider Customer Logistics team when and if required
Job Dimensions:
- Customer Service Rep. will not have any direct reporting responsibilities; however, you will be expected to act as a role model and manage processes that are performed by the team.
- You will be expected to be flexible in terms of assisting the team in times of high volumes of workload and priority such as month and quarter end
- As a Customer Care Specialist you will lead by example, driving the following aspects of the department
- Operational KPIs as specified by the departmental Supervisor
- Team Engagement
- Departmental projects and initiatives
- Productivity in the department
- Processes are followed and opportunities for improvement are identified and actioned
Requirements:
- Diploma/Degree or equivalent in Operations, supply chain management or similar
- Proven communication and writing skills.
- Customer care experience.
- Demonstrate previous team leading experience
- Excellent computer skills
- Demonstration of evidence of the following:
- Involvement in the continuous improvement of the departments processes, focusing on Quality, productivity and Customer Engagement
- Active involvement in team engagement
- Must be energetic and of a personable nature.
- Clear communication skills are necessary.
- Accuracy and attention to detail is essential.
- Pro-active and the ability to consider the wider picture are important.
- Must be conscientious, committed, focused and professional in their work ethics.
- Ability to handle numerous tasks at any given moment and to work under pressure.
Desirable
- Experience in managing daily workloads, continuous improvement initiatives such as process, quality, customer experience or productivity projects.
- First knowledge about medical device environment
- Medical Product knowledge
- Basic Knowledge about rules and laws in the medical device environment
Competencies and Behaviour
- Excellent communication skills
- Decision Making/Judgement – Selects effective approaches to solving issues, based on available information and business objectives and escalates appropriately.
- Relationship Builder – Builds and maintains relationships within the team and across the wider organisation
- Innovation & Creativity – Identifies and champions new ideas.
- Proactive - Has a pro-active and independent personality, ability to manage their own workload and prioritise appropriately
- Strong internal drive and motivation to make a difference and add value to an organisation