Customer Service Specialist

Customer Service Specialist:

Location:

Ashford, Middlesex

Salary: £30.000P.A.

In this key role, you will be responsible for the entire “order to cash” process for B2B customers (hospitals, clinics, dealers etc). You will act not only as administrative processor but also as a competent consultant and problem solver. You will ensure that vital products arrive on time, while guaranteeing compliance with strict regulatory requirements.

Quotation Management & Calculation:

Preparation and entry of operational quotes in ERP (eg SAP) as well as creation of cost estimates for repairs. Ensuring correct pricing by taking into account complex framework agreements. Proactive follow up on open quotes and telephone consultation to convert them into orders.

Operative Order Management:

Order entry, schedule monitoring, organising emergency couriers and same day deliveries and management of standing orders.

Customer Consulting & Proactive Service:

Product consulting and providing professional support for questions regarding product range. Optimising of customer ordering behaviour and cross selling – identifying gaps in demand and actively offering necessary accessories.

Complaint management and After Sales:

Recording and classifying complaints and processing returns. Credit notes and dispute management.

The ideal candidate will have successfully completed commercial training e.g: :

Wholesale, Foreign Trade, Industrial Clerk or have a comparable qualification in the Healthcare Sector.

Skills & Experience required:

Several years of professional experience in a customer service role (ideally medical or pharmaceutical company or a logistics intensive industrial company).

ERP skills:
Order, quote, billing. Returns – mandatory (e.g SAP, Netsuite)

Language skills:
Business fluent in German. Good English skills required.

MS OFFICE:
Particularly Excel.

Industry knowledge:
Basic understanding of medical logistics, consignment processes and regulatory requirements (MDR/GDP) a strong plus