Customer Service Advisor

Purpose of the Role / Key activities and accountabilities

The purpose of this role is to support and communicate with all our customers, to deliver best-in class service. This role involves working with internal and external stakeholders processing all orders, handling all inquiries, and ensuring full customer service satisfaction.

• Process all types of orders, returns and credits accurately and within agreed timeframe
• Proactive communication via phone, email, MS Teams and fax in a helpful and professional manner with customer and field staff throughout the order processing stages
• Communicate positively and effectively within the team and with all your stakeholder groups internally and externally
• Capture analysis of feedback and complaints, other analyses as required
• Update and maintain SOP when necessary
• Provide management information reports as applicable
• Update and maintain customer contract pricing in NetSuite
• Issuing invoicing, credit notes and statements
• Credit control management and liaising with customers with overdue debts
• 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 as needed
• Ensure customer information to process and systems
• Support cross training of other team members

Your key responsibilities will be:

• Proactive customer focus approach
• Excellent written and verbal communication skills are essential
• Strong organizational skills
• Strong interpersonal skills and relationship builder
• Flexible ‘can do’ attitude needed to thrive in a rapidly growing and changing company
• Good problem-solving skills and logical approach
• Able to present information clearly and concisely
• Analytical and problem resolution skills
• Able to work to performance target

Qualifications/ Training/Experience

Essential

• High School Diploma; Bachelor Degree in Business or related field preferred
• Able to work on own initiative
• Ability to work to tight deadlines with accuracy and detail
• Intermediate and Advanced Excel skills
• Able to communicate verbally and in writing in English

Desirable

• Proven track record in a customer service role; preferably in medical devices or pharmacuticals
• Graduate with an ambition to build a career in an innovative medical device company
• Knowledge of NetSuite system
• Knowledge of Data Protection, Cyber Security, and money laundering policies

What you can expect from us: 

• Comprehensive benefits package
• Global appreciation platform to recognise colleagues around the globe
• Fantastic opportunity to work with highly talents teams and individuals and grow with the business
• Exciting variety of engagement events like yoga, seat chair massages, Summerfest, quarterly Love to Learn events
• Being part of an organisation you can be proud to work for changing the lives of millions of people!

Rayner provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.