Collins McNicholas

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

  • Responsible for ensuring all orders received by phone, fax, email or other sources are processed and acknowledged accurately and promptly upon receipt.
  • Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, product information, pricing and invoices are resolved satisfactorily; Provide accurate, valid and complete information using the appropriate methods/tools; Track and manage the interactions with the customers from every channel.
  • Identify customer’s needs and provide basic to moderately complex support; Identify and solve problems using available resources. Maintain current knowledge of products offered in catalog to support providing basic product information.
  • Handle customer complaints; Complete the required documentation within the time limit and submit to the relevant organization; Arrange the product returns and raise credit notes, where required.
  • Ensure order processing holds are addressed in a timely manner.
  • Proactively communicate product availability to customer; Manage backorders, where required, informing the customers of availability dates.
  • Create and distribute daily sales invoices.
  • Process requests for catalogs, price sheets, and copies of invoices.
  • Retrieve voice messages each morning and process accordingly.
  • Handle product evaluation and travel set requests.
  • Liaise with other departments to resolve customer inquiries.
  • Ensure daily, weekly and monthly reporting is carried out as per business requirements.
  • Provide feedback on a daily basis to the team leader / supervisor.
  • Actively engage in projects to improve service levels.

Qualifications:

Education:

  • Leaving Certificate or equivalent (minimum)
  • Third level college educational qualification is advantageous

Experience:

  • A minimum of one to three years related experience and/or training in Customer Service.
  • Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred

Skills:

  • Ability to speak, read and write fluently in English and native Dutch speaker (essential) with French preferrable.
  • Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
  • Passion for customers and delivering a world-class service experience
  • Demonstrated critical thinking, problem-solving and analytical skills
  • Sense of urgency and proven ability to work under pressure
  • Attention to detail and strong organizational skills
  • Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
  • Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable
  • Strong computer skills are required.

 

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