Customer Excellence Co-Ordinator

Location: Dublin, Ireland

Hybrid 50% office-based p/week

Permanent full time 35h p/week

Salary: 32-38K DOE +10% bonus

10% ER pension contribution and fully paid healthcare

Responsibilities:

•  Professionally manage customer queries 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.
•  Efficiently process customer orders received.
•  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.
•  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.
•  Identifying and assessing a customer’s needs to ensure they are satisfied.
•  Maintain a positive attitude and calmly respond to customers’ requests.
•  Continuously learn and actively seek product and business knowledge that will enable you to provide the best customer support.
•  Be the voice of a brand and foster strong relationship between the business departments and our customers.

• 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
• Monitor Salesforce and emails for quotation requests

Requirements:

• SAP experience is essential to the role.
• The ability to prioritise and multitask, with excellent time management skills.
• Strong interpersonal skills including active listening.
• The capacity to remain calm and polite under pressure, especially when dealing with customer queries.
• Listening to the customer and being patient and attentive.
• Excellent organisational skills.
• Good team working skills.
• Familiarity with CRM (Salesorce.com) systems and practices.
• Willing to travel for Business in Ireland where required.
• Consistently exhibits behaviour and communication skills that demonstrate  commitment to superior customer service, including quality, care and concern with each and every internal and external customer.