About the Company - Come and join the Osteotec team in Ireland! We are searching for a Customer Service Specialist to work as part of our office team, supporting the activities of the sales team and customers ensuring vital medical devices are supplied on time, accurately, and meeting all our compliance requirements. A fast-paced role, you must be able to demonstrate outstanding attention to detail, be able to work under pressure, and be a proactive problem solver.
Responsibilities
1. Communications with customers and sales representative/sales agents.
2. Answer telephone.
3. Liaise with customers for booking of Loan and Consignment Sets and other orders.
4. Processing of orders and loans for products using CRM/ERP.
5. Tracking of any Back Orders: Pricing Queries: Quotations.
6. Answer product and service questions; suggesting information about other products and services.
7. Open customer accounts by recording account information.
8. Maintain customer records by updating account information.
9. Prepare Invoices after despatch of orders.
10. File completed Customer Orders and records.
11. Assist with resolving of product or service problems by clarifying any customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
12. Maintain financial accounts by processing customer adjustments.
13. Prepare product or service reports by collecting and analysing customer information.
14. Contribute to team effort by accomplishing related results as needed.
15. Assist with preparing orders within Warehouse environment ready for despatch to customers.
16. Ensure that all aspects of Quality Management System and QAPs are followed and contribute to continuous improvement plans via CAPA system.
17. Learn other job roles within the company in order to assist during holiday and sickness periods.
18. Any other relevant, reasonable ad hoc duties that may be requested.
Qualifications - Essential:
1. Medical Device Industry - Experience within the industry dealing with sterile and non-sterile implantable medical devices.
2. Ability to communicate in a highly effective manner and work both independently and as part of a team on assignments. Must be IT literate and efficient in an administrative environment. They must have the ability to work on their own initiative, prioritising and organising workload. Problem-solving skills and a great telephone manner are also vital to this role.
3. Involvement in the continuous improvement of the department's processes, focusing on Quality, productivity and Customer Engagement.
4. Meticulous attention to detail and accuracy in work.
5. Computer literacy – able to utilise a range of Microsoft Office applications and other appropriate company systems when required (including MS Word, Outlook, Excel).
6. High level of written and verbal communication skills.
7. Proactive approach and ability to work independently and as part of a small but dynamic team.
8. Highly organised and able to prioritise own workload.
9. Excellent administrative skills.
10. High standard of spelling and grammar.
11. Flexibility - must be able to deal with different levels of workload.
12. Good team player.
Equal Opportunity Statement
Welcome to our business. Connect, belong, and be part of our journey. We are committed to continuous improvement, including furthering diversity, equality, and inclusion (DEI) in the workplace. Our approach to DEI closely links to our company values, which include respecting diversity within all people interactions, internally and externally to the company. We value and welcome the perspective and experience of every employee, our customers, and business collaborators.
Our entire team knows that successful DEI policies, practices, and initiatives benefit everyone connected to our business. We understand the importance of being a diverse organisation, and that this helps improve outcomes for our employees, customers, business, and the wider community. We’ve set short and long-term DEI goals to demonstrate this.
Our belief in DEI will lead to a stronger culture and leadership, more engaged and inspired employees, enhance our ability to innovate and deliver better financial performance, and improve our ability to adapt.
We recognise our corporate policies around social values alone are not enough, and have started to put in place meaningful, outcome-driven activities around the topics of DEI, Sustainability in Business and Carbon Reduction.
Our statement relates to all our businesses across Osteotec in the United Kingdom, Ireland and Sweden.
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