Cardiac Services
Customer Service Representative
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The Role
Based in our office, in Macclesfield, and reporting to the Customer Service Manager, the ideal candidate will be a customer-oriented self-starter capable of contributing to a high-performance team. The hours are Monday to Friday 8.30 am to 5.00pm
You will provide a key interface with the customer, supporting all aspects of the customer care process for a number of our brand specialities, namely Cardiac Services, Synapse Medical and M.E.D Surgical.
Working in a team environment, the successful candidate will demonstrate excellent external and internal customer focus throughout.
Key Responsibilities
- Meet and exceed customer expectations, providing exceptional customer service and support in a professional, knowledgeable, timely manner, as the first internal point of contact for the customer.
- Proactively and professionally respond and manage customer calls/queries
- Process and manage Sales Orders and Stock Transfer Orders timely and accurately, ensuring customer commitments are met, keeping customers informed on order status and liaising with the procurement department on deliveries
- Provide customer Quotations in a timely manner and to a professional standard.
- Support the Heads of Sales, Business Unit Leaders and their team of Clinical Sales Specialists in managing key customer accounts
- Create sales reports and price listings on an ad hoc basis for the Clinical Sales Team
- Actively contribute to a very fast-paced pasted positive team environment.
- Execute the core business processes effectively and efficiently, while also contributing to continuous improvement initiatives, leveraging the use of KPI’s
- Be committed to learning and developing extensive product knowledge in order to provide correct and timely information to clients and customers
- Ensure that excellent quality service is delivered, ensuring all correspondence is dealt with in a timely manner in accordance to targets
- Multitasking on your daily workload ensuring follow-up on your individual caseload
- Ability to undertake additional duties that may be assigned from time to time, for various business projects.
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Key Skill & Experience
- 2-3 years experience in a Customer Service Role is essential, preferably in a Healthcare environment
- Previous experience working within a medical device/pharmaceutical regulatory environment, an advantage
- Knowledge and experience of all aspects of the role as outlined
- Exceptional ability to meet and exceed customers’ expectations
- Deliver measurable results, make and meet commitments
- Proven track record of achieving and exceeding set KPI’s and targets
- Attention to Detail, ensuring work is executed accurately and completely
- Demonstrates energy, real initiative and ability to work independently
- Track record in contributing to high-performance teams.
- Strong interpersonal skills with a collaborative and team approach
- Professional and effective Communicator, written and oral. Strong telephone skills.
- Excellent organisation and planning skills
- Comfortable with ambiguity and flexible to adapt within a change environment
- Demonstrate resourcefulness to deliver a high-quality service
- Strong administrative and IT/computing skills is a must
- Previous experience of working with Navision or Microsoft Business Central, an advantage
- Microsoft Excel knowledge essential. Description of work completed in Excel and proficiency level required
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How We Would Like To Work Together
Our core values, titled our Medtech Mindset, guides our culture and work environment:
- We Go Forward Together: We operate as a unified team, leveraging diverse specialties to make swift, collaborative decisions and embrace progress over perfection.
- We Take Our Business Seriously: We prioritise compliance and risk management to ensure the best outcomes for our patients and partners, supported by our innovative portfolio and commitment to sustainability.
- We Deliver Exceptional Results: We focus on quality, customer satisfaction, and commercial success to achieve outstanding results for our patients, customers, and business.
If you have similar values and are passionate about making a meaningful impact, we invite you to join our team and help us drive forward together.
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