Customer Service Advisor

PURPOSE OF ROLE

The purpose of this role is to support and communicate with all our customers, manage local warehouse, oversee import of goods, prepare deliveries including goods invoicing and debt management, in order to deliver best-in class service.  This role involves working with internal and external stakeholders processing all orders, handling all enquiries and ensuring full customer service satisfaction.

 
Rayner is a leading developer and manufacturer of ophthalmic implants and pharmaceuticals, it specialises in intraocular lenses (IOLs) and related products used in cataract surgery and refractive surgery. Since the development of the first IOL, Rayner has continuously pioneered IOL design with a goal to improve vision and restore sight worldwide. Today, Rayner’s mission remains to deliver innovative and clinically superior ophthalmic solutions that respond to the expectations of our global customers to improve sight and quality of life for their patients.

KEY ACTIVITIES/

ACCOUNTABILITIES

*        Process all types of local and International orders, returns and credits accurately in order to deliver goods within agreed timescales.

*        Proactive communication via phone and email in a helpful and professional manner with customers and Key Account Manager throughout the order processing stages. Demonstrate role model behaviours.

*        Capture and Analysis of feedback and complaints, other analyses as required.

*        Support vigilance processes

*        Provide management information.

*        Update and maintain customer contract pricing in ERP.

*        Work proactively as part of the Customer Service team, helping the team achieve its goals and develop. This includes supporting your colleagues and providing cover for any tasks and responsibilities as needed.

*        Support cross training of other team members.

*        Order stocks to replenish the local warehouse in Warsaw, in order to maintain safety stock levels

*        Pick, pack and ship customer orders seamlessly and promptly within agreed time frames

*        Organise and keep all storage areas safe, secure, clean and tidy

*        Oversee import of goods, cooperate with import agency

*        Prepare all inand outstock documentation as well as stock  checks

*        Schedule and monitor delivery/courier services

*        Order packaging materials

*        Cooperate with waste-management company

*        Ensure continuous improvement to processes and systems

*        Ensure all health and safety and quality procedures are always followed 

*        Invoicing / correcting / credit notes issuing

*        Reconcile the sales ledger balance sheet 

*        Maintain an appropriate level of knowledge regarding Rayner products, increase knowledge, participate in training and product testing.

VALUES

        Ambition:* We Play to Win

        Focus:* We put patients first

        Integrity:*  We Keep our Promises

        Openness:* We are open to new ideas

        Respect:* We support each other

COMPETENCIES

*       Proactive customer focus approach

*       Strong interpersonal skills and relationship builder – Sales teams, Finance, Marketing, Supply Chain, Quality

*       Excellent written and verbal communication skills are essential.

*       Strong organisational skills

*       Flexible ‘can-do’ attitude needed to thrive in a rapidly growing and changing company.

*       Good problems solving skills with logical approach.

*       Able to present information clearly and concisely.

*       Able to work to performance target.

QUALIFICATIONS/ TRAINING/ EXPERIENCE

Essential:

*        Customer service, invoicing and/or credit control experience required

*        Experience in warehouse handling / goods packaging

*        Able to work on own initiative, self-starter and as part of a team.

*        Ability to work to tight deadlines with accuracy and detail.

*        Intermediate Excel skills

        Able to communicate verbally and in writing in Polish and English*

Desirable:

*        Experience dealing with imported goods

*        Proven track record in a customer service role in medical devices

*        Graduate with an ambition to build a career in an innovative medical device company.

*        Knowledge of ERP system

*        Knowledge of Data protection, Cyber security, and anti-money laundering policies