Customer Service Agent

Medline Industries, Inc.; Warrington; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a proactive Customer Service Agent to join their dynamic team. This role offers the chance to make a significant impact by ensuring customer satisfaction and maintaining high service standards. You will take ownership of the customer order process, from tracking shipments to resolving issues, while collaborating with cross-functional teams. In this fast-paced environment, your communication and organizational skills will be vital as you strive to enhance customer experiences. Join a global organization that values your contributions and offers a competitive benefits package, including a bonus scheme and bespoke training opportunities.

Benefits

Bonus scheme

Income protection insurance

Life Insurance

Well-being app access

Pension

Employee referral scheme

Training and development opportunities

Cycle to work scheme

Regular employee appreciation events

25 days holiday plus bank holidays

Qualifications

• Experience in customer service within manufacturing or logistics is preferred.
• Ability to manage a wide range of customer issues independently.
• Strong organizational skills and an ownership mindset.

Responsibilities

• Take customer orders and ensure timely shipment.
• Provide proactive information about order status.
• Update CRM system to track issues and resolutions.

Skills

Customer Service

Communication Skills

Problem-Solving

Organizational Skills

MS Office Proficiency

Tools

CRM Systems

Job description

Purpose

We are seeking a proactive, detail-oriented Customer Service Agent to join our growing team. This position demands end-to-end ownership of customer processes, requiring a candidate who thrives in a hands-on, high-accountability environment. You will collaborate closely with account managers, customers, and cross-functional teams to deliver exceptional service.

Activities and responsibilities

• Accountable for taking customer orders, tracking shipment and on-time shipment of orders
• Responsible for solving problem situations by taking the necessary steps
• Provides proactive information to customer/account manager about their order status
• Full ownership of the maintenance of EDI order: from order to invoice
• Provides customer service to ensure customers’ needs are fulfilled, and customers are satisfied and retained
• Keeps records of customer complaints and ensures that complaints are dealt with in a timely manner respecting the process and approval flows
• Actively suggests and assists with implementing any improvements of systems and processes
• Updates CRM system to track all issues and resolutions, reports on trends and responds to inquiries from stakeholders and partners
• Follows required training to perform the job with great efficiency
• Any other duties as are within the scope, spirit and purpose of the job as requested by the line manager

Job requirements

• Previous experience in a customer service role within a manufacturing, logistics, or medical device environment is highly preferred
• Strong understanding of end-to-end customer service processes - not limited to call handling
• Ability to manage a wide range of customer issues independently
• High level of oral, written and interpersonal communication skills
• Takes pride in providing excellent customer service
• Able to prioritise and organise a busy workload
• Ability to remain calm and professional when dealing with customers
• Confident in dealing with individuals at all levels both internally and externally
• Strong organisational skills, leading to a methodical and structured way of working and an ownership mindset
• Proficiency in MS Office
• Positive action-oriented spirit and attitude
• Able to work well as part of a team or on own initiative

Why Join Us?

• This is an opportunity to make a real impact in a growing, dynamic team.
• Work in a global organisation where your voice is heard and your ownership makes a difference.
• Competitive compensation and benefits package including:
• Bonus scheme*
• Income protection insurance*
• Life Insurance*
• Access to help@hand total well-being app (including EAP and access to Benefithub discounts and savings)
• Access to YuLife – a wellbeing app that rewards you for daily healthy activities.
• Pension
• Employee referral scheme
• Bespoke training and development opportunities
• Opportunity to buy health cash plans
• Cycle to work scheme
• Regular employee appreciation events
• 25 days holiday plus the usual bank holidays

*subject to T&Cs

Medline is committed to reducing our carbon footprint, developing responsible products, supporting our employees and local communities, and promoting high ethical standards internally and among our supplier partners. Click here to discover what Medline is doing to make healthcare more sustainable for people and the planet.