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Customer Service Advisor

5 months ago

BurtonOnTrent, United Kingdom Drive DeVilbiss Healthcare Ltd Full time

**Who is Drive DeVilbiss**

Drive DeVilbiss has become a leading manufacturer and supplier of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 80 countries around the world.
- **“Leading the World with Innovative Healthcare Solutions that Enhance Lives”**_

**Summary (Major Purpose of the Role)**:
At Special Orthotic Services we put the customer at the heart of everything we do, and we take personal responsibility for exceeding our customers’ expectations. Our four principles underpin everything we do, we will expect you to embody them in everything you do. The values are:

- Integrity - We lead with respect, loyalty and trust.
- Intent - We hold ourselves accountable for our actions and when it is not working, we fix it.
- Capability - We listen challenge and continuously improve
- Results - We will be measured by our results.

In your role we will expect you to provide exceptional customer service and sales support by ensuring you always perform your duties in a positive and professional manner. To proactively encourage and develop customer relationships to increase sales and exceed our customers’ expectations. To take ownership and manage your given accounts to ensure complete and professional customer care. You will also be expected to embody our six customer experience principles ensuring they are at the forefront of your daily work.

They are:

- Being easily accessible and ready to help
- Caring, listening, and responding in a timely manner
- Honouring our commitments
- Being knowledgeable, honest and a trusted partner
- Admitting when we have made a mistake, apologising and fixing it
- Giving the level of service we would expect to receive ourselves

**Main Activities/Responsibilities**:
This is not an exhaustive list of all duties but covers the core needs required to fulfil the role. Other tasks or project work may be asked of you by your manager or a senior employee depending on the needs of the business. The company reserve the right to modify this job role at any time.

In addition to SOS Customer Solutions Advisor role as listed below, your main duties & Responsibilities will be:

- Clinical demands and awareness which affect all business activities.
- Support the manager.
- Support all team members to cover periods of absence and holidays.

Special Orthotic Services Customer Solutions Advisor duties & responsibilities:

- Order processing and order management in a timely detailed manner.
- Telephone enquiries and customer service calls.
- Appointment planning with diverse range of clients.
- Processing customer complaints, ensuring the best outcome for the customer and the company.
- Liaison and support of nationwide Clinic Managers.
- Liaison with the production team and two-way communication between sales and operations.
- Pricing for individual accounts and collating all information in an accessible and central location.
- Management and organisation of your own and shared sales inboxes
- Efficient, timely & detailed correspondence with external & internal customers.

**Competencies**:

- Empathetic approach to customer needs.
- Geographical knowledge of the UK.
- Determined, enthusiastic, self-motivated team worker.
- Planning and organisation.
- Achievement orientated.
- Ability to perform effectively and efficiently under pressure.
- Account management
- Ability to work independently and make decisions but know when to ask for support & guidance.
- Willing to put forward suggestions to improve processes and customer experience.
- Open to change and willing to adapt to business needs.
- Maintain open lines of communications.

**Education and Experience**:

- Previous customer service experience necessary
- Ability to work independently and part of a team.
- Excellent communication skills both verbal and written.
- Ability to build strong working relationships both in and outside the organisation.
- Ability to adapt procedures to a new and more effective way of working.
- Computer literate/keyboard skills.
- Previous knowledge of a CRM system preferred.
- Ability to show leadership to your team.
- Competitive Benefits including - company sick pay, 26 days annual leave rising to 28 (+ Book Your Birthday Off Work and the option to buy/sell/carry over annual leave), pension, BUPA Cash Plan Scheme, Employee Assistance Programme, Bike2Work, free onsite parking, long service recognition, staff discount on our products and access to Perkbox (our benefits and rewards platform)._

**Equal Opportunities Statement**:
**Job Types**: Permanent, Full-time

Schedule:

- Monday to Friday

Work Location: In person