Senior Customer

**ABOUT THE ROLE**

This role is to maintain the smooth running of the Surgical customer service and commercial coordination department, providing the best possible service to our customers, internal departments and the commercial team, contributing towards the success of the business by going above and beyond to meet our stakeholders expectations and fulfilling their needs in a safe and timely manner.

This is a sales and administration based coordinator role, and the person will be able to drive customer service, outbound telephone sales and have an overview of other departments within the company and drive change and efficiency.

The person will be the link between both internal and external sales, managing International partners and the internal contact between company departments - coordinating to complete projects.

**KEY ACTIVITIES**
- This role is to provide leadership to the customer services function, covering the departments role of supporting the UK & Ireland Sales, International Sales, Internal Stakeholders and order processing.
- The role will be required to implement team and individual objectives which tie into the business goals, delivering staff performance management programs.
- The role will report into the Head of Sales, forming part of the commercial team, also working with the Operations, Quality, IT, Accounts, Supply Chain & Manufacturing roles.
- 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.

**RESPONSIBILITY**

**Training and coaching**
- Using skills and knowledge to increase the productivity and performance of the department.

**Proactive**
- Looking at options for a more proactive CS, telesales, campaign follow ups & lead generation.
- PMS - working towards the PMS requirements of the business and Gaining PMS feedback, in line with the QMS system.
- Customer complaint process - manage this process internally and externally, satisfying QARA and customer requirements.
- Tendering - working with all departments to ensure the best outcomes from tender bids - filling in portal tender sites, monitoring tender notifications and collating all required information.
- International orders - co-ordinate with distributors and shipping partners to maximise the service and delivery of product and services to our international partners.

**Co-ordination of departments**
- Working with other departments to aid new product launches, tender submission, stock and production levels, customer complaints and order processing, excellent internal communication and reporting skill are required.

**Efficiency projects**
- A deep dive into current working patterns, to see how all processes can be improved.
- Proactively implementing new ways of working across the department.
- Combining existing and new information streams to produce concise reports and analysis of sales and market trends.

**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 attend relevant training courses, keeping own knowledge of the business, products and processes up to date; including completion of inhouse training courses.
- To adhere to the company’s Quality policy and Environmental policy.
- To undertake other duties as may be reasonably required.

**KEY SKILLS**

**Essential**
- Previous engagement of a customer profile which covers UK&I and International geographies.
- Attention to detail whilst also recognising the bigger picture.
- Knowledge of export documents, international shipping and all other facets of export administration.
- Demonstrated Customer focus, whilst being able to work with the Head of Sales and other SLT members to ensure the best outcomes for the business, distributors, healthcare professionals and patients.
- Excellent time management skills.
- Enjoys working with great people in a fast paced, open and fun workplace environment.

**Desirable**
- Knowledge of medical device tendering process.
- Experience with SAGE (preferably SAGE X3).
- Distributor, NHS, and private hospital knowledge.
- Quality assurance experience.
- Power BI knowledge.
- Recognised Leadership & Management qualification.

**KEY WORKING RELATIONSHIPS**

**Internal**
- Working with other departments to enhance profitability using the skills within the business, to promote the Eakin Healthcare Group.

**External**
- Working with UK and International Partners, suppliers, shipp