Acumed
Business Services Specialist
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Acumed Ltd.
As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.
Role Overview
The Business Services Specialist interacts with internal and external customers to provide information in response to enquiries relating to product, orders, loan sets, quotes/pricing, data requests and complaints. To ensure that good customer relations are maintained, and service complaints are resolved fairly and effectively and in accordance with Acumed procedures. Taking ownership of customers (internal and external) needs for support and taking ownership with the relevant sense of urgency.
Responsibility extends to the execution of all aspects of processing orders, invoices, loan kit billing, credits and courier services and data requests.
The role supports evolving business requirements by defining, refining, documenting, and embedding new business processes that improve efficiency, compliance, customer satisfaction, and organisational effectiveness.
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Key Responsibilities
- Providing monthly data output relating to volume of orders and credits
- Delivering a best in class experience for our internal and external customers
- Providing an every call answered telephone service within the department between the 08.30 to 17.00 pattern. Actioning the requests with the required sense of urgency.
- Processing and overseeing customer orders through SAP and EDI/AI systems, ensuring all daily, weekly and monthly deadlines are achieved.
- Processing and managing loan billing activities through SAP in line with operational deadlines and reporting requirements.
- Proficient in the use of GHX, including the management, validation and release of orders.
- Liaising with courier providers regarding collections, deliveries and the investigation of missing inbound and outbound goods (excluding stocking orders).
- Managing loan kit bookings, returns and collections, including manual booking processes when required.
- Providing alternative processing solutions when automated systems are unavailable, ensuring customer requirements are met while minimizing administrative burden for customers (internal and external).
- Proactively informing customers of stock shortages, identifying suitable alternatives and managing communications to avoid unnecessary order cancellations.
- Delivering professional, responsive and customer-focused support to internal and external stakeholders via telephone and email.
- Training and supporting team members to ensure high levels of performance and service delivery.
- Identifying opportunities for continuous improvement through the review and optimisation of processes and procedures.
- Collaborating with cross-functional departments to refine processes in line with business needs, regulatory requirements and organisational growth.
- Supporting automation initiatives, system enhancements and business transformation projects.
- Ensuring process improvements and system changes are effectively communicated, documented, trained and embedded within the team.
- Handling complaints (product and service) and routing them through the correct complaints process.
- Supporting internal and external audits, compliance activities and quality improvement initiatives.
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Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.
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