Customer Service Advisor

Rayner Surgical Group; Crawley; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Competitive pay

Annual wellbeing reimbursement

On-site parking

Recognition programs

Supportive team culture

Pension plan

Cycle-to-work scheme

Enhanced parental pay

Referral bonus

Job summary

Rayner Surgical Group is seeking a Customer Service Advisor to support customers through the order and inquiry process, ensuring accurate order management and proactive communication. You will contribute to improvements that boost efficiency and customer experience while maintaining contract pricing in the ERP system.

Ideal candidates have strong Excel/MS Office skills, prior customer service experience in regulated environments, and the ability to work independently with high attention to

Qualifications

• Ability to work independently and take initiative.
• Previous customer service experience, ideally in medical devices or regulated industry.
• Experience meeting tight deadlines with high accuracy and attention to detail.
• Intermediate to advanced Excel skills and confident use of MS Office.
• Excellent spoken and written local language skills.

Responsibilities

• Process local and international orders, returns, and credits accurately and within timescales.
• Communicate proactively with customers, field staff, and colleagues by phone, email, and face-to-face in a professional, helpful manner.
• Provide clear, timely updates throughout the order journey to avoid delays and ensure customer satisfaction.
• Capture, analyse, and report on customer feedback, complaints, and other service data as required.
• Maintain and update customer contract pricing in the ERP system.
• Keep SOPs and process documentation current; support cross-training to strengthen team capability.
• Contribute to management information (MI) reporting with accurate data and insights.
• Actively support colleagues by sharing knowledge, covering tasks when required, and contributing to team goals.
• Identify and support continuous improvement initiatives in processes and systems.

Skills

Independence & initiative

Customer service

Deadline-driven

Excel & MS Office

Strong communication

Tools

ERP systems

Job description

An exciting opportunity has arisen for a customer-focused, action-orientated Customer Service Advisor to join our team and play a key role in delivering a best-in-class service by supporting customers throughout the order and enquiry process. The role ensures accuracy in order management, clear and proactive communication, and contributes to continuous improvements that enhance efficiency and customer experience.

Key Responsibilities Include:

• Process local and international orders, returns, and credits accurately and within agreed timescales.
• Communicate proactively with customers, field staff, and colleagues by phone, email, and face-to-face in a professional, helpful manner.
• Provide clear, timely updates throughout the order journey to avoid delays and ensure customer satisfaction.
• Capture, analyse, and report on customer feedback, complaints, and other service data as required.
• Maintain and update customer contract pricing in the ERP system.
• Keep SOPs and process documentation current; support cross-training to strengthen team capability.
• Contribute to management information (MI) reporting with accurate data and insights.
• Actively support colleagues by sharing knowledge, covering tasks when required, and contributing to team goals.
• Identify and support continuous improvement initiatives in processes and systems.

What Experience Do You Need:

Essential

• Ability to work independently and take initiative
• Previous customer service experience, ideally in medical devices or a similar regulated industry
• Experience meeting tight deadlines with high accuracy and attention to detail
• Intermediate to advanced Excel skills and confident use of MS Office
• Excellent spoken and written local language skills

Desirable

• Knowledge of customs and export processes
• Familiarity with ERP systems
• Awareness of Data Protection, Cyber Security, and money laundering policies

What We Can Offer You

• Competitive pay for financial security & stability
• Annual Wellbeing Reimbursement (for Spa Treatments, Gym Memberships, Dentistry & more!)
• On-site Parking for convenience and cost efficiency
• Recognition Programs that celebrate teamwork & individual contributions
• Supportive Team Culture built on collaboration & respect
• Pension Plan to secure your future
• Cycle-to-Work Scheme to stay active and eco-friendly
• Enhanced Parental Pay to support growing families
• Referral Bonus to be rewarded for recommending talent