Customer Service Representative

7 days left

Recruiter
Smiths Medical
Location
Ashford
Salary
Not specified
Posted
10 Jun 2018
Closes
29 Jun 2018
Contract Type
Permanent
Hours
Full Time
Job Description: Provides professional, pro-active support services in dealing with customers. Processes and manages customer orders, ensuring that queries and complaints are managed efficiently, effectively and within the Company's agreed timeframes/service level commitment in order to achieve maximum Customer Satisfaction and to support the Sales Team to drive sales growth. Duties and Responsibilities: • Builds effective and pro-active relationships with customers and provides professional and effective services to customers to meet their expectations with regards to quality and timeliness in line with company standards, procedures and guidelines • Deals effectively with all customer calls and emails, investigating, logging and responding to queries, ensuring escalation as required to resolve them in a timely manner • Pro-actively contacts customers in order to provide order and delivery status updates. • Manages and responds to customer communications in a professional and courteous manner, providing accurate pricing, delivery, and product information to customers • Communicates with internal departments (finance, IBP, Supply Chain, Logistics) in order to resolve customer queries • Supports with delivery and achievement of global KPIs and metrics • Assists customers and internal requirements on queries relating to orders • Ensures that customer-related documentation is properly maintained and archived. • Assures compliance of company operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including, but not limited to FDA or other regulatory body, Quality Systems Regulations, ISO, government, occupational health and environmental regulations and statutes. This is carried out independently, and also through guidance of manager • This individual should engage others, participate in Environmental, Health and Safety initiatives and focus on continuous improvement Required skills and experience: • Secondary level education/high school • Customer service field including working knowledge of order processing systems, shipping, freight processes. • Working knowledge of Microsoft packages • Ability to establish and maintain effective working relationships with co-workers, inside and outside the unit. • Ability to clearly communicate with customers in a verbal and written format • Strong analytical and problem-solving ability and willingness to look for alternative solutions About us: Smiths Medical is a leading global provider of medical devices for the hospital, emergency, home and specialist environments. Our products are used during critical and intensive care, surgery, post-operative care during recovery, and in a series of high-end home infusion therapies. We offer 11 of the most respected and easily recognisable brands within our portfolio: Portex™, Medex™, Deltec™, Level1™, Pneupac™, CADD™, BCI™, Jelco™, Medfusion™, Graseby™ and Surgivet™. Smiths Medical employs some 7,850 people, with manufacturing concentrated in the US, the UK, Mexico, Germany, Czech, China and Italy. Most territories are serviced through wholly-owned local sales and distribution companies. As part of Smiths Group plc, a FTSE 100 UK based company, Smiths Medical is well positioned to invest in continuous improvement, technological innovation and customer service

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