JOB PROFILE: CUSTOMER SERVICE ASSISTANT

INCUMBENT’S NAME
JOB TITLE / CUSTOMER SERVICE ASSISTANT
BUSINESS UNIT / CUSTOMER SERVICE TEAM
LOCATION / WORTHING
REPORTS TO / CUSTOMER SERVICE MANAGER
OBJECTIVES
PURPOSE OF JOB / Process back office tasks including customer orders, credits, invoicing and other related paperwork, efficiently and in the right priority order to achieve our monthly sales targets.
KEY ACTIVITIES
RESPONSIBILITIES /
  • Process all types of UK and International orders and credits accurately and within agreed timescales.
  • Perform daily invoicing activities to ensure invoices are produced accurately and sent in a timely manner.
  • Handle customer phone, fax and email queries in a professional and helpful manner within agreed response times. Maintain good relationships with our customers.
  • Update and maintain customer contract pricing in SL, input and set up factored goods when necessary.
  • Work proactively as part of the Customer Service team, helping the team as a whole achieve its goals and develop. This includes supporting your colleagues and providing cover for any tasks and responsibilities as needed.
  • Communicate positively and effectively within the team and with all your stakeholder groups internally and externally.
  • Support process change activity, ensuring there is no negative impact to customers to maintain our reputation for great customer service.
  • Cover reception duties as and when required.
  • Highlight opportunities to improve processes.
  • Support cross training of other team members
Act in line with our company values:
  • Ambition – We have the drive to continuously improve
  • Integrity – We are accountable for what we doacting ethically and in the best interests of our customers, patients and stakeholders
  • Openess – We positively consider new ideas and challenges
  • Respect – We support each other and our customers to succeed

KEY PERFORMANCE INDICATORS / Productivity
95% of orders received by 5pm input on same day 100% within 24 hours
All invoicing completed within 24 hours of shipping
All KPIs met 100% through team schedule and role share
Calls answered 85% of the time within 10 seconds
Quality
98% order input accuracy
100% accuracy on all pricing within 24hours of receipt of notification
Customer complaint and feedback recorded
Ownership of action to resolution within 24 hours
All customer service administrators demonstrate and document process improvement opportunities – process improvement log completed by all customer service representatives
Achieve 80% versatility in all team activities
KEY RELATIONSHIPS / Internal:
  • Warehouse and Distribution
  • Finance
  • IT
  • Production
  • Marketing
  • Territory and Export Managers
External:
  • Customers
  • Distributors
  • Third party suppliers

CANDIDATE PROFILE:

QUALIFICATIONS/ TRAINING / Education to a graduate level (or customer management experience) with ambition to develop in a fast paced commercial environment
EXPERIENCE
(E.g. health care industry, multinational company, what level/types of roles etc.) / •Strong business acumen and proven track record in a customer service role preferably in medical advices
•Graduate with an ambition to build a career in an innovation medical device company
Strong interpersonal skills
COMPETENCIES
(knowledge, skills and attributes – including language requirements, ability to travel, etc) /
  • Good time management and planning skills
  • Excellent written and verbal communication skills are essential
•Proactive customer focus approach Ambition to build a career in an innovation medical device company
  • Strong interpersonal skills
  • Good team player
  • Strong communication skills, ability to adapt approach to different situations
  • Good problems solving skills with logical approach
  • Able to work to performance targets
  • Able to work to tight deadlines
  • Continuious improvement of processes
  • Postive can do attitude
  • Ability to understand technical information and concepts
  • Able to present information clearly and concisely