UK/IRE Customer Service Representative

  • Location:

    Blanchardstown, Dublin

  • Sector:

    Life Science

  • Job type:

    Contract

  • Salary:

    Negotiable

  • Job ref:

    BBBH2147_1584014287

  • Published:

    22 days ago

  • Startdate:

    ASAP

Essential Duties And Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
*Responsible for ensuring all orders received by phone, fax, email or other sources are processed and acknowledged accurately and promptly upon receipt.
*Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, product information, pricing and invoices are resolved satisfactorily.
*Provide accurate, valid and complete information using the appropriate methods/tools; Track and manage the interactions with the customers from every channel.
*Identify customer's needs and provide basic to moderately complex support; Identify and solve problems using available resources.
*Maintain a current knowledge of products offered in catalogue to support providing basic product information.
*Handle customer complaints.
*Complete the required documentation within the time limit and submit to the relevant organization.
*Arrange the product returns and raise credit notes, where required.
*Ensure order processing holds are addressed in a timely manner.
*Proactively communicate product availability to customer.
*Manage backorders, where required, informing the customers of availability dates.
*Create and distribute daily sales invoices.
*Process requests for catalogues, price sheets, and copies of invoices.
*Retrieve voice messages each morning and process accordingly.
*Handle product evaluation and travel set requests.
*Provide support to the sales team: pricing, quotes, service contract offers, product samples, customer call, customer account creation.
*Liaise with other departments to resolve customer inquiries.
*Ensure daily, weekly and monthly reporting is carried out as per business requirements.
*Provide feedback on a daily basis to the team leader / supervisor.
*Actively engage in projects to improve service levels.
*Perform other related duties as assigned by management.
*Will be required to work during Irish public and bank holidays, subject to local law.

Education
*High school diploma / Associates Degree or higher

Experience
*A minimum of one to three years related experience and/or training in Customer Service.
*Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred

Skills
*Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
*Passion for customers and delivering a world-class service experience
*Demonstrated critical thinking, problem solving and analytical skills
*Sense of urgency and proven ability to work under pressure
*Attention to detail and strong organizational skills
*Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
*Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable

TOOLS AND EQUIPMENT USED
Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment. Strong computer skills are required.
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