Customer Services Assistant
5 days ago
**Customer Services Assistant**
**Arbroath**
**Permanent**
LumiraDx is a medical technology company developing, manufacturing, and marketing smart connected diagnostics and diagnostic-led care solutions. Founded in 2014 by entrepreneurs with a successful track record in building and scaling medical diagnostics and health IT businesses, the company has major operations in the UK and the USA and is supported by a global sales network, LumiraDx is a high growth organisation.
We have recently launched the innovative LumiraDx Platform, and are looking for proactive, experienced, focused, and enthusiastic individuals who can make a significant contribution to the continued growth and success of our dynamic and forward-looking company.
**The Opportunity**
The main purpose of the role is to liaise between customers/affiliates and cross-functional teams to support the order to cash process.
**Scope of the Role**
**Responsibilities**:
- Process sales orders through NetSuite promptly and efficiently
- Check picked stock for dispatch
- File completed sales orders at the end of each day
- Process sales order backorders
- Provide aftersales support - proactive insurance of customer satisfaction
- Handle and fact-find customer service enquiries, feedback and complaints through NetSuite; keeping accurate records of discussions and correspondence
- Respond to customer service enquiries promptly
- Escalate customer service complaints promptly
- Keep current with company products and objectives
- Achieve SLAs and any company targets
- Manage and triage all inbound customer enquiries
- Ensure customer satisfaction
- Process incoming and outgoing mail
- Communicate effectively between all departments
- Provide cover and ongoing support to colleagues
**Essential Experience**:
- Experience of working in a fast-paced office environment would be advantageous.
- Must be computer literate.
- Able to prioritise workload and work effectively to deadlines.
**Quality / Regulatory Compliance**:
- Ensure training related to all relevant Quality Management System training and procedures is up to date.
- Ensure compliance and continuous certification to IS09001/13485/27001
- Perform all processes in accordance with Corporate and Local QMS
- Support QA with the preparation, review and continued development of QMS procedures and work instructions as appropriate
- At LumiraDx, diversity and inclusion are part of who we are. LumiraDx is committed to inclusion across race, colour, religion, age, gender, sexual orientation or identity. We celebrate uniqueness and believe diversity drives innovation. LumiraDx seeks to deliver high quality, affordable medical diagnostics and healthcare services accessible to everyone around the world, and we wish to reflect a global multi-cultural approach across our business_- LumiraDx places a high level of importance on its responsibilities for information security and privacy and has put in place an information security management system to ensure that the company and its staff maintain the highest standards with respect to data protection and information security. All staff are responsible for information security and therefore must understand and comply with the Company's information security policies, procedures, and guidance._
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