Salary: £25K
Location: Greater London
Languages: Native-level German and French
Job Type: Full-time, 8 month contract
ROLE OVER VIEW
- To join a multi-lingual, multi-cultural and dynamic team providing customer service excellence within a Global market leading company in the ophthalmic industry.
As an integral member of the customer service team you will have a passion for delivering customer service excellence and a desire to continuously drive improvement to ensure B & L take leadership in supply chain management in the industry.
OBJECTIVES/PURPOSE OF JOB
- Supports the North European Surgical business by providing World Class Customer Excellence.
To proactively co-ordinate all aspects of the supply chain to deliver optimum performance and ensure we meet stated and agreed service levels and/or terms and conditions of supply
KEY ACTIVITIES/RESPONSIBILITIES
- Supporting Sales Team and liaising with the Team Leader on a day to day basis
. - Ensuring accurate order management from ordering to invoicing
- Reviewing work processes and making recommendations for improvements to ensure maximum efficiency.
- Taking ownership of customer enquiries, through to completion including resolving issues quickly and efficiently in a courteous and ethical manner.
- Management of customer inventory (consignment)
- Completion of activity reports
- Capture, report, escalate and ensure timely response and resolution to all complaints
- Responsible for the quality of service provided in all countries to global standards
- Challenge the status quo targeting continuous improvement, promoting LEAN thinking and opportunities for growth for both self and organisation
- Working closely with field based staff, ELC, IT, Finance and Marketing departments resolving issues and updating progress
. - Working independently and as part of a team on a variety of special projects for business improvement and improved customer service
QUALIFICATIONS/TRAINING
- Customer Services Experience essential
- Experience of PeopleSoft an advantage, but not essential.
- Higher level of education.
- Good Windows Office knowledge essential
- English basic oral and written skills
- Fluent in 2 European languages, native German and fluent French.
- Previous work experience in medical company is an advantage
EXPERIENCE
At least 2 year’s recent experience within an administration customer service role, preferably working within a team.
COMPETENCIES
- Excellent verbal and written communication skills
- Ability to plan and organise self and workload
- Excellent interpersonal skills
- Attention to detail is essential
- Enjoys working in a team
- Confident under pressure
- Able to handle difficult / volatile situations professionally and calmly
- Confident on a variety of computer systems
- Demonstrates initiative
- Self starter
- Previous experience in change
- quick adaptation skills
- quick learning ability
CULTURAL DRIVERS/ MARKET AGILITY/COLLABORATION/CHANGE
- Knows and understands their customers’ needs
- Sees opportunities and makes suggestions
- Has an appreciation of what our competitors are doing
- Makes short term recommendations which are in line with the interests of the longer term health of the company
- Can work positively and collaboratively in a matrix organization
- Can balance different stakeholder needs and to find positive solutions, in line with the customer service strategy
- Builds positive relationships with colleagues and customers
- Enjoys being part of a changing organization and can manage ambiguity
Is resilient when faced with problems
