Customer Service Advisor
Location | Worthing |
Job type: | Permanent Full Time |
Job ref: | 003405 |
Published: | 17 days ago |
Rayner is a leading developer and manufacturer of ophthalmic implants and pharmaceuticals with global headquarters in Worthing, UK. We specialize in the design and manufacture of intraocular lenses (IOLs) and related products, such as OVDs and pharmaceuticals used in cataract and refractive surgery. Since the manufacture of the world’s first IOL by Rayner in 1949, we have continuously pioneered IOL design with a goal of improving vision and restoring sight worldwide. The first ever FDA- approved IOL was a Rayner lens. Today, over 26 million IOLs are implanted around the world every year, and it is globally the most performed elective surgical procedure. Our mission is simple: to deliver excellent visual outcomes for patients and surgeons.
Since Rayner was founded in 1910, we have established a reputation for innovation and product excellence. Rayner has over 500 employees in the UK, Germany, Austria, Switzerland, Spain, Portugal, Italy, France, Poland, US, Canada, Malaysia and India. We will continue on our exciting path of fast growth globally.
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.
Schedule and monitor delivery/courier services
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.
Intermediate Excel skills
Able to communicate verbally and in writing in local language and English
Desirable
Spanish / Portuguese language skills
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
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