Customer Services Representative

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