Job Description

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 / KPIs 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