Customer Service Coordinator

The purpose of this role is to work with all our customers delivering best-in-class within the customer service team. The role involves working with our external and internal customers, processing their orders, handling queries, and ensuring full customer satisfaction. Monitoring the order processing to ensure that there are no unnecessary delays to our customers’ orders to achieve our KPI’s and monthly sales targets.  When required delegate for the Customer Service Manager.

Your key responsibilities will be:

• Process all types of domestic orders, returns and credits accurately and within agreed timescales.
• Maintain communication at all times with Customer Service Manager of team activity, customer updates/changes, sales Interactions and NetSuite Issues and opportunties
• Communicate positively and effectively within the team and with all your stakeholder groups internally and externally. Demonstrate role model behaviors.
• Drive process improvement activity, streamlining processes and document supporting procedures and training colleagues when changes are made.
• Update and maintain SOP when necessary
• Provide management information to CS Manager and wider management team
• Capture and Analysis of feedback and complaints, other analyses as required
• Provide management information
• Oversee and assess customer service staff activities including monitoring the daily activities of customer service operations.
• Maintain documentation pertaining to customer service department activities.
• Perform additional duties where needed.
• Provide help to management and keep management updated on team performance

COMPETENCIES

• Proactive customer focus approach
• Excellent written and verbal communication skills
• Must be organised with strong coordination skills
• Strong interpersonal skills essential – Sales teams, Finance, Customers, Operations, Marketing, QA/RA
• Flexible ‘can-do’ attitude needed to thrive in a rapidly growing and changing company
• Strong problems solving skills with logical approach
• Able to present information clearly and concisely
• Able to work to performance targets
• Exposure to continuous improvement activities

QUALIFICATIONS/EXPERIENCE

Essential

*  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 to Advanced Excel skills and understanding of MS office

Desirable

*  Proven track record in a customer service role preferably 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 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.