Customer Service Officer

Nicholas Associates; Sunbury-on-Thames; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare solutions provider is looking for a Customer Service Specialist for their Sunbury-on-Thames location. This role is crucial for managing the Order-to-Cash process for B2B customers in the medical field. Responsibilities include preparing quotations, entering customer orders, and providing product support. Ideal candidates should have experience in customer service within the healthcare sector, as well as fluency in German and solid ERP skills. A proactive approach and attention to detail are essential for success in this position.

Qualifications

• Completed commercial training or comparable qualification within the healthcare sector.
• Several years' experience in customer service, ideally within medical technology, pharmaceuticals, or a logistics-intensive environment.
• Strong ERP system experience across orders, quotations, billing, and returns.

Responsibilities

• Manage the full Order-to-Cash process for B2B customers.
• Prepare and enter quotations in the ERP system.
• Receive and accurately enter customer orders via various channels.
• Provide first-level product support to customers.
• Record and process complaints, returns, and service issues.

Skills

Strong ERP system experience

Business-fluent German

Good English language skills

Confident user of MS Office, particularly Excel

Understanding of medical logistics

Education

Completed commercial training or comparable qualification

Several years' experience in customer service

Tools

SAP

NetSuite

Job description

Customer Service Specialist – EMEA – Sunbury On Thames

Role Type : B2B Customer Service / Order Management

This is a key customer-facing role responsible for managing the full Order-to-Cash process for B2B customers, including hospitals, clinics, and specialist distributors. The position combines operational excellence with customer consultation, ensuring timely delivery of medical products while maintaining strict compliance with regulatory requirements, including Medical Device Regulation (MDR).

Key Responsibilities

Quotation Management & Calculation

• Prepare and enter quotations in the ERP system for consumables, spare parts, capital equipment, and repair cost estimates
• Ensure pricing accuracy in line with complex framework agreements
• Proactively follow up on open quotations and support conversion into orders

Order Management

• Receive and accurately enter customer orders via EDI, email, fax, and phone
• Carry out availability checks (ATP) and manage backorders proactively
• Coordinate express and same-day deliveries for urgent requirements
• Manage standing and recurring orders, ensuring correct frequency and customer alignment

Customer Consulting & Proactive Service

• Provide first-level product support, including identifying successor products and suitable alternatives
• Advise customers on ordering processes and logistics to improve efficiency and reduce errors
• Identify additional customer needs and offer relevant accessories
• Ensure continuity of customer service support during business hours

Complaint Management & After-Sales

• Record, classify, and process complaints, returns (RMA), and service issues
• Create credit notes and work with accounting to resolve invoice discrepancies

Compliance & Regulatory Support (MDR)

• Maintain accurate batch and serial number traceability within the ERP system
• Support quality activities relating to incident documentation and product recalls
• Verify customer certification and delivery eligibility prior to order processing

Requirements Profile

Education & Experience

• Completed commercial training or a comparable qualification within the healthcare sector
• Several years’ experience in customer service, ideally within medical technology, pharmaceuticals, or a logistics-intensive environment

Technical Skills

• Strong ERP system experience across orders, quotations, billing, and returns (e.g. SAP, NetSuite)
• Business‑fluent German and good English language skills
• Confident user of MS Office, particularly Excel
• Understanding of medical logistics, consignment processes, and regulatory requirements (MDR / GDP) is advantageous

Personal Attributes

• High level of accuracy and attention to detail
• Calm, solution‑focused approach under time pressure
• Strong communication skills with both customers and internal stakeholders
• Service‑driven mindset with a proactive, problem‑solving attitude

Performance Indicators

• Order accuracy and reduction of returns
• Phone and email service levels
• Quote‑to‑order conversion rate
• Effective backlog and availability management