Customer Service Advisor

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