| Description: | Customer Services Assistant £24K + Full Benefits.
The individual in this position will be part of the centralized Customer Services team and will report directly to the Customer Service Manager.The role has a strong team focus and will involve liaising with the Field and office based teams in Europe, and also with customers across the EMEA region, and operates in a multi-lingual, multi-cultural and multi-currency environment.
The scope of the role covers quoting through to order processing, invoicing and query resolution for the segment of EMEA customers allocated to the role, and requires effective communication in a timely and professional manner with customers and other stakeholders (e.g. insurance companies) across the EMEA region.
The individual in this position will need to be flexible enough to support the other members of the customer services team as and when required in order to help achieving the overall business goals.
DUTIES & RESPONSIBILITIES:
The duties and responsibilities for this position include, but are not limited to, the following:
Customer Services main duties:
Create and maintain the integrity of customer records in all systems (IFS, SalesForce, ad hoc spreadsheets)
Liaise with the sales team in order to create quotations as required. Obtain the necessary approvals in accordance with the approval guideline procedure (and using the QRAF: Quote Request Approval Form)
Complete and send out quotes, monitor open quotes and follow up for customer acceptance
Maintain accurate records of pricing and terms for each customer, based on approved quotes, and monitor quantities for volume related deals.
Validate internal shipping requests (telephone messages and emails) that do not come directly from a customer
Check the orders are in line with the current agreements and process them in line with the SOP (Sales Order Processing) procedures.
Validate receipt of product by the customer if necessary
Invoice customer orders in a timely manner, respecting each customers requirements
Manage contracts and pricing agreements to ensure that a valid agreement is always in place.
Maintain a good customer relationship at all times
Ensure customer satisfaction in dealing swiftly with their queries, and complaints, in an efficient and professional manner, in accordance with the TEL procedures in place (including RMAs, credit notes if required etc.)
Investigate any delivery discrepancy notified to TEL by the customers or the field team, and act accordingly (modifications to the paperwork if required, obtain PODs, check invoices etc.)
Follow the procedure for the return of any equipment
Update of the various software and tracking databases as and when required, including customer training forms and Hot Stop
Effectively handle the DTFs (Device Tracking Form) received in accordance with the current procedure
Ensure all rentals are invoiced appropriately and in accordance with rental agreements
Notify the Accounting Dept. of any orders that may result in revenue recognition issues so that the appropriate reserves can be made
Filing and keeping the folders up-to-date
German Insurances
Liaise with the appropriate parties to ensure price agreements are in place for accessories and rental not covered directly by the hospitals
Build up a list of relevant contacts at insurance companies dealing with our products, and assist in implementing sales agreements for accessories and rentals as necessary
Follow up with hospitals and insurance companies to ensure that the correct documentation is provided in a timely manner post implant, to ensure that accessories and rental can be invoiced as necessary
Other
Be a team player and communicate efficiently internally and externally
Work closely with the Customer Service Manager to keep him / her informed, escalate issues as and when necessary, make constructive suggestions and / or seek advice (including prioritizing the tasks in hand)
Provides support in case of field corrective actions relating to the customer services department
Maintain knowledge of the company products.
Participate in SOX testing
Complete any required training (e.g. ISO training)
Comply with all Company procedures, including desktop references
Participate in the scheduled annual and mid-year reviews, and utilize HR systems as necessary
Assist the Accounts department with the collection of late payments or with background information
Other duties or responsibilities may be assigned.
EDUCATION AND EXPERIENCE:
Fluent in English and either German or French. Additional languages would be an advantage.
At least 3 years experience of sales order processing or customer service in an international company.
A blend of customer services and finance background a plus.
IT proficient especially in Microsoft Office applications (Excel intermediate level required)
Excellent communication skills and ability to multi-task in a fast paced environment
Good organisational skills, flexible approach and able to respond to changing priorities
Excellent attention to detail
25 days holiday plus statutory bank holidays
Private Medical & Dental cover
Life Insurance
Income Protection insurance
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