International Customer Service Advisor

7 months ago

Coleraine, United Kingdom Eakin Healthcare Group Full time

**ABOUT THE ROLE**

Reporting to Head of International Sales, Respiratory, the International Customer Service Advisor will assist the company with the development and maintenance of international business. This includes co-ordinating and efficiently processing customer orders, invoicing, and managing the administration of customer accounts, supporting the International sales team and contributing to the continued growth of the International Sales Department.

**KEY ACTIVITIES**

**Processes**
- Management and updating of CRM database to assist the department manager and Business Development Executives.
- Coordination of new product launches to distribution partners in accordance with regulatory process & sales region requirements.
- Assistance with tenders and contracts as required by sales regions.

**Sales Performance**
- Prepare analysis of CRM opportunity / activity reports in line with department K.P.I.’s
- Additional reports for senior management as and when required.
- Assist with customer communications.

**Sales Order Processing**
- Sales order processing via Navision including, acknowledgment of orders and confirmation of delivery schedules on receipt and after despatch occurs, preparation of invoices and credits.
- Coordinate with Logistics Manager re despatches. Liaison with carriers and management of carriage/customs requirements.
- Update daily sales versus forecasting
- Processing samples, quotations and maintaining special price records as required by Business Development Executives.

**Other**
- To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible
- To be responsible for your own health and safety and that of your colleagues, in accordance with the company’s’ Health and Safety policy
- To adhere to the company’s Quality policy and Environmental policy
- To undertake other duties as may be reasonably required

**KEY SKILLS**

**Essential**
- Previous experience in a similar role preferably within manufacturing
- A customer satisfaction oriented professional with strong data entry and analysis accuracy skills
- High level of process compliance/best practices
- Excellent communication and analytical skills
- Operationally efficient on Microsoft and CRM Systems, good or advanced Excel knowledge
- Friendly personality with a “can-do” attitude
- The ability to work as part of a small team with limited direct supervision.
- The ability to handle queries professionally and efficiently with sensitivity
- Conscientious and able to act proactively

**Desirable**
- Previous experience in the healthcare sector
- Experience of promoting products and services to existing and potential customers

**KEY WORKING RELATIONSHIPS**

**Internal**
- Warehouse/Operations
- Finance
- Commercial

**External**
- International Customers
- Couriers

**ADDITIONAL INFORMATION**
- Hours of work 9am - 5pm Monday to Friday with a 30-minute unpaid lunch break

**COMPETENCIES**

**Problem solving **- Generates and promotes solutions. Sees clearly which is the best way forward. Able to make decisions and commitments within appropriate time frame.

**Resilience** - Can work under pressure, remains calm, thinks clearly and manages emotion under pressure. Addresses issues without being aggressive or controlling and can easily bounce back from setbacks. Is open to feedback and doesn’t dwell on past events.

**Team Working** - Enjoys participating in group activities and likes to work in close proximity with other people. Is ready to collaborate with and support others and is willing to co-operate and compromise for the overall good.

**Supporting Others** - Enjoys supporting other people and is prone to getting involved and trying to help them when they have problems. Is comfortable to contribute to joint endeavours and enjoys team work. Is willing to let other people depend on them.

**Following Directions** - Is motivated to accept and comply with standards and instructions and has a strong conscience about delivering what is promised or expected. Doesn’t like letting people down and works productively in cooperation with, and support of others.

**Analytical** - Enjoys analysing qualitative data but also considers quantitative and seeks to identify and explore they key elements in information before making commitments. Tends to like to use facts and figures when planning and reporting and is concerned about accuracy and detail.

**Planning and Organising** - Thinks things through well in advance and maps out future activities, taking the key stages and requirements into account. Likes to monitor to ensure that things are implemented and delivered effectively.

**Oral Communication** - Talks readily and confidently to people, expressing themselves with obvious ease. Speak out and makes themselves heard, often playing a leading and influential role in debate and discussion.

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