Customer Service Advisor

Purpose of the Role / Key activities and 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 behaviors. 

• 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 order to maintain safety stock levels  

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

• Organize and keep all storage areas safe, secure, clean and tidy 

• Oversee import of goods, cooperate with import agency 

• Prepare all in and out stock documentation as well as stock checks  

• Schedule and monitor delivery/courier services  

• Raise purchase orders for local country requirements 

• Ensure continuous improvement to processes and systems 

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

• Issue invoices, credit notes and statements 

• Credit control management and liaising with customers with overdue debts 

• 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 passionate about new ideas. 

Respect: We support each other. 

Competencies 

Core and role specific competencies 

Your key responsibilities will be: 

• 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 organizational 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. 

• Organized/Methodical/Rigorous 

• Team spirit 

Qualifications/ Training/Experience 

Essential 

• Strong Customer service (senior profile) experience required (1 years minimum) 

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

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

• Strong Excel skills 

• Able to communicate verbally and in writing in local language 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 systems 

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

• Experience in warehouse handling / goods packaging