Customer Excellence Co-Ordinator (EU passport or Irish Stamp 4 visa required)
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.
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