Customer Service Advisor

6 days ago

Worthing, United Kingdom Rayner Intraocular Lenses Ltd Full time

Rayner is a leading developer and manufacturer of ophthalmic implants and pharmaceuticals; it specialises in intraocular lenses (IOLs) and related products used in cataract surgery and refractive surgery. Since the development of the first IOL, Rayner has continuously pioneered IOL design with a goal to improve vision and restore sight worldwide. Today, Rayners mission remains to deliver innovative and clinically superior ophthalmic solutions that respond to the expectations of our global customers to improve sight and quality of life for their patients.

The purpose of this role is to support and communicate with all our customers, to deliver best-in class service. This role involves working with internal and external stakeholders processing all orders, handling all enquiries, and ensuring full customer service satisfaction.

**Key Activities**:

- Process all types of local and International orders, returns and credits accurately and within agreed timescales.
- Communicate positively and effectively within the team and with all your stakeholder groups internally and externally. Demonstrate role model behaviours.
- Capture and Analysis of feedback and complaints, other analyses as required.
- Update and maintain SOP when necessary.
- Provide management information.
- Update and maintain customer contract pricing in ERP.
- Work proactively as part of the Customer Service team, helping the team achieve its goals and develop. This includes supporting your colleagues and providing cover for any tasks and responsibilities as needed.
- Ensure continuous improvement to processes and systems.
- Support cross training of other team members

**Values**:
**Ambition**:We have the drive to continuously improve

**Integrity**:We are accountable for what we do acting ethically and in the best interests of our customers, patients, and stakeholders

**Openness**:We positively consider new ideas and challenges

**Respect**:We support each other and our customers to succeed

**Competencies**:
**1) **Proactive customer focus approach

**2) **Excellent written and verbal communication skills are essential.

**3) **Strong organisational skills

**4) **Strong interpersonal skills and relationship builder - Sales teams, Finance, Stores, Operations, Marketing, QA/RA

**5) **Flexible ‘can-do’ attitude needed to thrive in a rapidly growing and changing company.

**6) **Good problems solving skills with logical approach.

**7) **Able to present information clearly and concisely.

**8) **Analytical and problem resolution skills

**9) **Able to work to performance target.

**Qualifications**:
Essential:

- Able to work on own initiative, self-starter and as part of a team.
- Ability to work to tight deadlines with accuracy and detail.
- Intermediate to Advanced Excel skills
- Able to communicate verbally and in writing in English and **French**
Desirable:

- Proven track record in a customer service role preferably in medical devices
- Graduate with an ambition to build a career in an innovative medical device company.
- Knowledge of ERP system
- Knowledge of Data protection, Cyber security, and money laundering policies

**Job Types**: Full-time, Permanent

Schedule:

- Monday to Friday

**Language**:

- French (preferred)

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