Customer Solutions Advisor

4 weeks ago

Halifax, United Kingdom Drive DeVilbiss Healthcare 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 Drive Devilbiss Healthcare 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 and 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 by ensuring you always perform your duties in a positive and professional manner. To proactively encourage and develop customer relationships in an effort to 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, listing 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.
- Successfully manage accounts through processes and ensuring customer expectations are met and exceeded.
- Telephone enquiries and customer service calls.
- Scheduling/Allocating service and maintenance workload for service engineers throughout the UK
- Encourage engineers to complete their workload and provide support to meet individual & department targets
- Ensure work documentation is produced in a timely manner allowing accurate service and invoicing
- Ensure all job briefs are taken accurately from customers and successfully communicated to other team members.
- To proactively encourage and develop customer relationships
- Investigate customer complaints and liaise with customers with a professional response and in an acceptable timescale.
- Authorise and sign off customers credits when required
- Internally maintain thorough and accurate adjustments all stock levels for the external service centres to ensure accuracy of stock for jobs and financial budgets.
- Financial understanding of the revenue throughout the service team through workload, pricing and percentage margins
- Processing customer complaints, ensuring the best outcome for the customer and the company.
- Ensure out of stock items are efficiently communicated and managed.
- Ensure all processes for customer communications are adhered to.
- Support of nationwide Business Development Managers.
- Liaison with all internal customers & departments.
- Internal & external reporting, as required
- Management and organisation of your own and shared sales inboxes
- Efficient, timely & detailed correspondents with external & internal customers.
- Financial understanding of the revenue throughout the service team through workload, pricing and margins
- Support the whole team through cross training and covering other processes during absences and holiday as requested by managers and team leaders.

**Competencies**:

- Determined, enthusiastic, self-motivated team worker
- Planning and organisation
- Achievement orientated
- Ability to perform effectively and efficiently under pressure
- 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
- Appropriate and positive internal communication
- To emphasize excellence throughout the team
- Ensure appropriate communication showing empathy and the ability to communicate with vulnerable people.
- Ability to adapt to customers needs and ensure priorities and met.
- Ability to work to deadlines and manage you time effectively.

**Education and Experience**:

- Pr

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