Customer Excellence Coordinator

Dublin 12

Key Expectations:

• Efficiently process customer orders received
• Manage the service fulfilment process to ensure deliveries are made on time.
• Proactively follow up and provide customers with feedback and updates on orders, delays, and backorders.
• Ensuring all returns, debits and credits are processed efficiently and providing the customer with a resolution.
• Process consignment stock for the Hospital Channel
• Actively monitor and process quotation requests received from Salesforce and emails from the customers and then process the SAP Quotations.

Tasks and activities:

• Order processing/management – Automated and Manual
• Service fulfilment – responding to customer queries including updates on orders.
• After communication of any product or delivery delays provide customers with comprehensive updates to limit any customer frustration.
• Processing returns, debits, and credits in a timely manner and in line with the relevant SOPs while keeping the customer needs as a centre focus.
• Complete the consignment process for Aesculap and Hospital Care
• SAP Quotations: Monitor Salesforce and emails for quotation requests (If price not provided by the sales team, please use the TenderScape for reference of tender or contract pricing).
• Adopt a customer centric approach to resolve customers’ queries and answer customers’ questions using the business and product knowledge provided.
• Respond quickly and accurately to customer queries, quotations, and all other requirements that a customer requests.
• Join meetings on new product training or launches to gain an awareness of what is being promoted and being discussed to enable you to answer queries or know where to go to find out the answers.

Requirements:

• SAP experience is essential to the role.
• The capacity to remain calm under intense pressure, especially when dealing with customer queries.
• Familiarity with CRM (Salesorce.com) systems and practices.
• Willing to business travels in Ireland where required.