Customer Care Specialist – Hybrid (French & English) • Endomag (Hologic Company) • Cambridge, UK

Endomag, a Hologic Company, is at the forefront of innovative breast cancer care technologies, including magnetic localisation and lymphatic tracing solutions. Our mission: enabling healthier lives, every day across the globe.

At Endomag, our Customer Care Specialist will be the first point of trusted contact for customers, providing expert, proactive and personable support across order management, product information, delivery updates, and issue resolution. Based at our Cambridge site with a hybrid model, you’ll collaborate across a wide range of departments—Sales, Finance, Logistics, Repairs, Quality, Regulatory, Operations, and IT—to ensure our global customer experience reflects precision, efficiency, and care.

Key Responsibilities

• Act as the trusted, primary point of contact for customers, delivering professional, proactive, and timely support via phone, email, and other communication channels.
• Manage entire order lifecycle: From receipt to fulfilment, ensuring all queries and issues are resolved within agreed service levels and as accurately as possible.
• Build strong customer relationships by providing clear, accurate, and actionable information regarding products, pricing, delivery timelines, and order status.
• Proactively inform customers with updates on order progress, delivery schedules, and repair statuses.
• Resolve escalations effectively: Investigate, log, and address customer queries, escalating challenges where necessary to facilitate rapid resolution.
• Collaborate across departments—including Sales, Finance, Logistics, Repairs, Quality Assurance, Regulatory Affairs, Operations, and IT—to ensure a seamless, customer-centric experience.
• Assist Regulatory and Quality teams in triaging customer incidents and gathering critical information for compliant complaint handling.
• Coordinate repairs, loan equipment, and technical support:
  • Manage repair quotes, costs, and contractual agreements in close partnership with Quality, Logistics, and the Repair Centre.
  • Liaise with third-party logistics providers to resolve delivery delays or issues effectively.
• Handle pricing queries and discrepancies, ensuring accurate and streamlined order processing.
• Maintain up-to-date, accurate records in ERMs (CRM, ticketing, and ERP systems) for customer details, orders, service plans, repairs, and pricing agreements.
• Use Microsoft Office applications—particularly Excel for analytics and reporting, and Word for documentation—to uphold data accuracy and operational excellence.
• Support Customer Care KPIs, contributing to a high-performing function and a customer-focused culture.
• Identify and implement continuous improvements to processes, customer experience, and operational efficiency.
• Represent Endomag with professionalism, integrity, and empathy in every interaction, adhering to regulatory, quality, internal policy, and EHS standards.