Customer Care Advisor

Terumo Aortic; Scotland; On-site; GBP 25,000 - 30,000; Full time

Job summary

A global medical device company is seeking an experienced Customer Care Advisor to join their team in Scotland. The successful candidate will handle customer orders, provide timely updates, and manage complaints, ensuring excellent relationships with clients. You should have strong experience in customer service, excellent communication and organizational skills, and be computer literate, especially in MS Office. This is a 12-month fixed-term contract, emphasizing continuous improvement and collaboration with various departments.

Qualifications

• Strong experience in a Customer Services environment.
• Excellent communication and organisational skills.
• Computer literate in MS Office.
• Knowledge of export documentation and current legislation.

Responsibilities

• Process customer orders promptly.
• Manage customer inquiries related to orders.
• Provide up-to-date schedule information to customers.
• Ensure correct inventory allocation for outstanding orders.
• Manage customer complaints effectively.
• Engage with multiple departments for accurate information.
• Maintain up-to-date work instructions.
• Support continuous improvement initiatives.
• Provide necessary documentation for shipments.

Skills

Customer service experience

Excellent communication skills

Organisational skills

MS Office proficiency

Knowledge of export documentation

Job description

Terumo Aortic are looking for an experienced Customer Care Advisor to join their global Customer Care team . The successful candidate will be responsible for the timely processing of customer orders and building and maintaining excellent relationships with our client base. Please note this is a 12 month FTC.

Key Duties include

• Processing of all customer orders received on a daily basis • Manage customer inquiries related to orders placed
• Provide up to date schedule information to customers and measure performance against On time to Promise (OITP)
• Ensure the correct inventory allocation is in place against outstanding customer orders
• Manage customer complaints
• Pro-actively engage with Planning, Sales, and Manufacturing to ensure accurate information is provided to the customer at all times
• Pro-active engagement with despatch to ensure order picks information and instructions are provided in timely and structured manner
• Ensure work instructions are maintained and up to date
• Ensure lean concepts are deployed and maintained as part of the overall ongoing continuous improvement agenda for Global Customer Care
• Provide weekly / monthly metrics and reports as required and directed by the Manager of Global Customer Care Adhoc project work as and when required
• Provide despatch team with necessary Export Customs / Quality Documentation to allow shipment of product into specific Market.

Qualifications & Experience

• Strong experience in a Customer Services environment or equivalent
• Excellent communication and organisational skills
• Computer literate in MS Office products
• Knowledge of export documentation, procedure and current legislation.