Customer Service Officer

IVF Hartmann Holding AG; Heywood; On-site; GBP 25,000 - 32,000; Full time

Job summary

A leading healthcare solutions provider in Heywood is seeking a Customer Service Representative to deliver exceptional service, manage customer queries, and support supply chain colleagues. Ideal candidates will have NVQ Level 2 in Customer Service and skills in SAP. This role offers an opportunity to grow within the organization and contribute positively to customer experiences.

Qualifications

• Must have SAP skills and experience in a customer service role.
• Experience in healthcare environment is desirable.
• Ability to adapt communication styles to suit different audiences.

Responsibilities

• Deliver exceptional customer service via telephone and email.
• Manage customer queries effectively and build strong relationships.
• Support supply chain colleagues with product offerings.

Skills

Excellent written and verbal communication skills

Ability to work on own initiative and in a team

IT literacy including Microsoft Excel

SAP skills

Education

NVQ Level 2 or above in Customer Service and Sales

Tools

SAP

CRM (Salesforce)

Microsoft Office

Job description

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At HARTMANN, we’re all in to help , care , protect and grow . We support healthcare professionals, that they can focus on what really matters: to positively impact people´s life. We realize solutions that make a difference. And with your commitment you can grow on your job every day. At HARTMANN we believe in the difference you can make.

Join our team as

Heywood, Lancashire

Duties & Responsibilities

• As a first point of contact for HARTMANN, delivering exceptional customer service via telephone, email, EDI and all other customer touch points
• Working in partnership with customers, offering a “best in class service” and be their first point of contact for all order and stock questions. Drawing support from colleagues within the operational team where necessary to provide excellent customer service and build strong working relationships.
• Process a range of customer requests accurately inputting data, pricing, and delivery details, predominantly using SAP, CRM (Salesforce), Amazon platform along with Microsoft and other in-house software packages and systems
• Manage customer queries, arising from any orders placed with HARTMANN or stock availability queries, draw on the supporting teams and work to build preventative solutions whenever possible
• Communicate with customers to advise on new and relaunched products ensuring customer forecasting is provided and shared with supply chain colleagues. Also be aware of online campaigns to allow sales conversions for consumer orders
• Support supply chain colleagues to ensure existing and phase out products are offered appropriately to your customers and sold from inventory when needed
• Work effectively and with focus towards agreed targets and call measures whilst ensuring that queries are dealt with efficiently and to the highest standard possible
• Provide customer solutions , to meet needs using appropriate questioning techniques and applying your product and process knowledge with a flexible, innovative approach
• Professional and compassionate approach to customer care, supporting the customers’ needs and where appropriate able to generate sales in a regulated sales environment
• To report to the first line manager any information received and of interest in relation to the market, competitor activity or changes in customers’ requirements
• Understand and adhere to all regulatory guidelines that include GDPR, PCI compliance and others as the business requires
• Make the best use of systems and product training, along with ongoing coaching / development discussions to enable continual building of competence and all skills necessary in this role
• Provide support and assistance to colleagues through training, mentoring and sharing knowledge

Other Duties

• Ensure compliance with all relevant company and legal policies and procedures
• To carry out any other duties commensurate with the post as required
• May be required to work away from home on rare occasions – e.g. exhibits, conferences, training events, customer visit

Person Specification

Qualifications

• NVQ Level 2 or above in Customer Service and Sales or equivalent experience
• IT literacy including Microsoft Excel.

Experience

• Must have SAP skills and experience in a customer service role
• Experience in internal and external direct sales background
• Worked to and or exceeded KPI / Customer Service targets
• Experience in a healthcare environment (desirable)

Skills & Attributes

• Excellent written and verbal communication skills with the ability to adapt different styles to suit the audience and situation and to highlight the benefits of our products to meet individual requirements
• Clear and articulate telephone manner and strong solution building initiative
• Computer literate and willing to learn new computer systems
• Identify leads for increased sales, seek opportunities to provide support to customers and use objection handling skills appropriately
• Ability to work on own initiative as well as in a team demonstrating cooperation and supporting skills, ensuring a joined-up approach to service delivery
• Ability to work under pressure to meet deadlines, adhere to schedules and targets whilst maintaining a high level of accuracy
• Conscientious and flexible approach to work. An ability to multitask, prioritise work and focus on priorities
• A working knowledge of GDPR, PCI compliance and equality and diversity
• Able to build and maintain good working relationships with all internal and external partners
• Confident, collaborative and enthusiastic approach to teamwork and compassionate customer care
• Flexibility to adapt to changing demands and new organisational challenges with a positive, willing attitude