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Customer Service Representative

Location: HEMEL HEMPSTEAD, HERTFORDSHIRE, UNITED KINGDOM Salary: Salary Negotiable
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: 6
Posted: about 1 month ago Reference: X3-437563

Due to expansion my client are looking for a Customer Service Representative to work within their busy department.

Purpose of Function

Assists Sales, Marketing and service team in customer related issues: supports order generation, order fulfilment and management of installed base process with regards to all tasks relevant for customer communication and order management.

Call handling of all incoming customer calls.

Tasks and Responsibilities

  1. All employees have a responsibility to comply with the Integrated Management System (IMS) and minimise any impact on the environment whilst carrying out their duties.
  2. Handling of general customer inquiries
  3. Product and Service Order management – from entering incoming orders into the ERP system up to invoicing
    1. Invoicing and service (including related queries)
    2. Support collection of accounts receivable
    3. Order entry
    4. PO chasing for chargeable products on maintenance visits
  4. Customer master data duties ensuring accurate customer/install base information is created and maintained in ERP and CRM systems (Gatekeeper responsibilities)
  5. Maintenance/Service contract administration (such as scheduling)
  6. Administration and follow up of sales and service reports
  7. Workshop Estimates when required
  8. Inventory management
  9. Service orders and reports for Device Commissioning
  10. Management and compliance of key team tasks
  11. Work with Technical Support to offer backup for call outs and technical information
  12. Error log handling and post processing
  13. Invoicing of fixed price repairs
  14. Repair invoice checking and PO creation for repairs
  15. Electronic filing
  16. Maintain & improve customer satisfaction by the provision of high level support to customers, including ensuring timely and efficient processing of customer contracts
  17. Delivery of objectives as agreed with manager
  18. Undergo necessary training in order to fulfil all duties
  19. Undertake any other duties and projects in order to meet personal, team and organisational objectives

Skills, Special Competencies, or Certifications

  • IT knowledge: MS Office, SAP, CRM
  • Order processing
  • Contract SAP experience
  • Customer orientation
  • Ability to organise and prioritise
  • Ability to work as part of a team and as an individual
  • Reliability
  • Analytical
  • Experienced in phone-based business to business customer service within a specialist team
  • Experience of working to targets
  • Technical understanding of medical products would be a benefit
  • Time Management Skills
  • Empathy
  • Eye for accuracy
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