Customer Service Representative ( Elstree, United Kingdom)

Job Description

This role will be based 4 days in our office in Elstree and 1 day from home.

Acts as a focal point for communications between the customers, sales representatives, distribution team and the carriers to handle a variety of pre-sales or post-sales service functions.
Receives and processes orders, customer queries, returns, service requests and in-field transfers. Updates relevant ordering tool and databases with the status of the orders and queries. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements and product pricing

Job Responsibilities
Ensures all sales orders are processed accurately and in a timely manner
Liaises with sales teams and updates customers on the status of their order within expected SLA timelines
Liases with the carriers, performs collection and delivery bookings
Provides support on product availability and other stakeholder needs
Resolves routine customer complaints around product delivery and shipping problems
Helps to provide solutions where there is a shortage or material constraint
Ensures all customer contact is handled in a timely, professional and satisfactory manner
Reviews product orders and determines appropriate shipping methods that align with company guidelines
Performs other duties as assigned

Required Skills / Capabilities
Excellent analytical and problem-solving skills
Able to multitask and work effectively under pressure
Solid computer skills with intermediate proficiency in Excel and other MS Office applications
Excellent communication and active listening skills, both written and verbal

Education and Experience
Typically requires a minimum of 1 - 2 years of customer service, planning or sales experience in Healthcare (Medical Devices experience desirable)
High school diploma or equivalent required.