Customer Service Advisor

Employer Location: ANTRIM

Job description

We are currently recruiting for a Customer Service Advisor on a 12-month fixed-term contract, maternity leave cover to join our team based in Larne. Reporting to the Customer Service Manager, you will play a key role in supporting customers across multiple territories, ensuring high levels of customer service are delivered whilst supporting the achievement of sales and profit targets. Working closely with internal stakeholders across Sales, Procurement, Finance, Operations and Inventory, you will help ensure an exceptional customer experience at every stage of the customer journey.

Responsibilities

• Deal with all customer issues, queries and requests for product and service information promptly, efficiently and courteously, ensuring appropriate follow-up is completed where required.
• Act as an escalation point for customer complaints and support timely resolution.
• Manage out-of-stock items by liaising with inventory teams and advising customers accordingly, offering suitable alternatives where possible.
• Develop and maintain excellent working relationships with customers and internal stakeholders.
• Work closely with Operations, Sales, Stock Control, Credit Control and Procurement teams to ensure maximum customer service levels are achieved.
• Work with the Procurement Team to manage customers new products requests and the NPI process.
• Manage customer back orders and provide regular updates and solutions.
• Work with customers to obtain and manage demand forecasts.
• Ensure customer accounts are accurately maintained on Sage and MedBis systems.
• Support the maintenance of customer pricing agreements, rebates, price updates, code changes and unit of measure amendments.
• Deal with product and category queries including stock and non-stock items, obsolete products, delisted lines and supersessions.
• Produce customer reports, sales information, demand forecasts and customer analysis as required.
• Accurately set up new customers, including EDI, JIT, Ompromt and MedBis accounts, ensuring a smooth transition and ongoing efficiencies.
• Support revenue and margin reporting activities for specified customers.
• Carry out any other reasonable duties as requested by the business.

Skills and Qualifications

Essential Skills

• Previous experience within a customer service, customer account management or customer relationship management environment.
• Genuine interest in and makes sure the needs of the customers are met in a way that benefits both the customers and the organisation.
• Excellent communication and interpersonal skills.
• Strong attention to detail with a methodical approach to work.
• Ability to build and maintain strong customer relationships.
• Good organisational skills and the ability to manage multiple priorities effectively.
• Demonstrates an understanding of the needs of internal and external customers.
• Willingness to complete tasks outside job role or help out in other areas. Use of initiative to ensure tasks are completed. Supportive of manager and wider team goals and objectives
• Ability to work well independently as well as part of a team.
• Strong IT skills and confidence working with business systems.
• Self-motivated with the ability to use initiative and solve problems effectively.
• Understanding of B2C customer service particularly in a high volume, fast paced environment.

Desirable Skills

• Previous experience is preferred, however full training will be provided.

Further Information

Mediq UK are a supplier of healthcare consumables, healthcare equipment, cleaning and hygiene products, as well as healthcare devices to hospitals, care homes and other facilities serving the healthcare sector in the UK. Company benefits: 25 days holiday plus bank holidays. Pension scheme. Sick Pay. Cycle to Work scheme. Employee Assistance Programme.