Job Description

Reporting to the Customer Service Team Leader. The Customer Service Associate works within a Customer Services Role, additional responsibilities include: Reporting, KPI Data, and Claims investigation.

• The purpose of the role is to ensure all orders are placed within the order cut off time accurately.
• The scope of the role is Order Management entry, Customer contact, liaison with 3PL’s and Market functions, Customer Masterdata and Commercial Teams. Backorder notification and customer reporting.
• Investigate, communicate with all parties and raise claims within SLA.
• Measures of success in the role will by clear objectives and KPI reports to support daily activity and performance measurement.

Duties and Responsibilities:

• Demonstrates a sense of urgency in respect of ensuring work is completed quickly and accurately.
• KPI review completed and Actus updated on a monthly basis, ensuring data is clear and concise.
• Complete and review claims on a daily basis within required time frame
• Strong communication skills both oral and written ensuring desired outcomes are understood and achieved
• Has good interpersonal skills, able to deal at all levels, develops relationships within the organizational structure to assist in goal achievement
• Ensure all work is completed within required deadlines and all audit reporting is actioned
• Coordinate and assist with audit requirements
• Must be proficient in standard software applications including Microsoft Outlook and advanced excel skills and to have a complete understanding of Sales and Distribution modules of SAP
• Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems

Our products make a big difference every day. So will your contribution. The work you do will mean more, because it’ll make things better for your team, our business or our customers’ lives. It’ll inspire you to deliver to your very best. And we’ll be right behind you when you do.

Required Knowledge, Skills, and Abilities

Proven experience of Customer Service and order entry. Ability to communicate at all levels within the organization. Proven data analyzing skills and an ability to translate tasks into action plans and deliver to timelines. Proven experience in Customer/Distribution preferably in a Health Care Environment. Strong motivational skills. Fully competent in oral and written communications and must be able to demonstrate proven interpersonal skills. Competent in using Excel/Word & Data Cubes. Competent in using Database reporting repositories. Ability to translate tasks into action plans. Excellent reporting skills clear and concise. Proficient communicator both written and verbal. Able to operate in a Team environment.