Customer Service Advisor

At Eakin Healthcare, we put patients at the heart of everything we do. We are a family-owned global medical device company with a proud heritage of innovation and care. We deliver innovative solutions across Ostomy, Respiratory, and Surgical therapies, along with our Respond home delivery service. Founded over 50 years ago, we now have a team of over 700 dedicated people across three UK manufacturing sites, 12 international sales and distribution centres and export to over 60 countries. We’ve been recognised as a Great Place to Work®! And we’re proud to be named among the Best Workplaces in Healthcare and Best Workplaces for Women.

At Eakin Healthcare, we’re united by one mission: working together to improve lives - just like we’ve been doing for over five decades.

WHY JOIN US?

We’re good at what we do – come and join us and you can benefit from:

• Blended Working
• Bonus
• 25 days holiday plus bank holidays (rising to 28)
• Option to buy holiday days
• Wellbeing Programme
• Health Cash Plan
• Pension
• Life Assurance
• Enhanced Maternity/Paternity
• Cycle to Work Scheme
• Referral Scheme
• Long Service Awards
• Free Parking

ABOUT THE ROLE

Based in Cardiff and reporting to the Senior Customer Services Advisor, this Customer Services Advisor role ensures customers are provided with the best possible customer service, through the administration and processing of customer orders. The role positively enhances customer satisfaction, contributing towards the success of the business by achieving and exceeding key performance indicators, and growing the business through identifying opportunities to promote products and services and generating leads for the Customer Care Representatives.

KEY RESPONSIBILITIES

Inbound Customer Contact

• To answer customer telephone calls promptly and professionally and to accurately process all product orders.
• To action and respond to customer contact received by email, internet and letter (i.e. non-telephone contact) in a professional and timely manner.
• To maintain excellent product knowledge and to answer all enquiries regarding products.
• To resolve any customer queries regarding product delivery.
• To record Key Performance Indicators for the Team, including Customer Satisfaction and Complaint
• Regularly review the status of orders and courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer’s satisfaction.
• To monitor customer back orders and proactively communicate with customers when items are out of stock.

Goods Returned

• To administer the Goods Returned process, liaising with interdepartmental teams as required. To process any required credits and re-invoices. To keep a record in line with the complaints procedure as required.

Product & Account Administration

• Responsible for accurately inputting data to create new accounts in accordance with procedures
• To ensure product records are accurate and prices are kept up to date
• To inform customers of any changes in prices in a timely manner
• To ensure customer accounts are maintained accurately, including delivery addresses and relevant discount
• Monitoring account credit reports and liaising with the Account department
• Processing orders received via the website
• Taking credit card payments and liaising with the Accounts department
• Processing orders for, and providing relevant export documentation to, international customers

Inter-departmental Liaison

• To liaise with Territory Managers regarding Stoma Care Nurse stock box request
• To be the contact point for interdepartmental requests and to action those requests in a timely manner (e.g. Warehouse / Production / Accounts)
• To liaise with international customers and associated Sales Team
• To support the Customer Care Representative Team, providing them with new business opportunities from inbound and proactive outbound call
• To support the Respond Prescription Dispensing Team, providing them with new business opportunities

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

WHAT WE’RE LOOKING FOR

Essential

• Experience of identifying opportunities to increase sales, with a passion for exceeding targets
• Ability to demonstrate excellent written, spoken and listening communication skills.
• A warm, friendly and polite telephone manner.
• Easily builds rapport, demonstrates empathy and builds relationships
• Experience of using own initiative to exceed targets
• Ability to demonstrate excellent organisational skills and diary management
• Attention to detail and accuracy in recording data
• Microsoft packages, such as Word and Excel.
• Ability to work autonomously
• Excellent product knowledge

Desirable

• Previous experience working in a healthcare setting
• Previous experience working in a Business-to-Business environment

KEY WORKING RELATIONSHIPS

Internal

• To liaise with Territory Managers regarding Stoma Care Nurse stock box requests
• To be the contact point for interdepartmental requests and to action those requests in a timely manner (e.g. Warehouse / Production / Accounts)
• To liaise with the International Sales Team
• To support the Respond Prescription Dispensing Team and Customer Care Representatives

External

To be the contact point with UK and International distributors regarding their purchase orders

• To be the contact point with NHS SCNs regarding sample and stock box requests
• To be the contact point with users (ostomates) regarding sample requests and queries about our products.

ADDITIONAL INFORMATION

• 37½ hours per week between the hours of 8.45am – 5.00pm Monday to Friday as required to meet the needs of the business. Usual working hours will be 09:00am to 5.00pm
• Any other duties as required.

COMPETENCIES

Customer Focus

Building strong customer relationships and delivering customer-centric solutions.

Optimizes Work Processes

Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Drives Results

Consistently achieving results, even under tough circumstances.

Collaborates

Building partnerships and working collaboratively with others to meet shared objectives.

Communicates Effectively

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Demonstrates Self-Awareness

Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.

Nimble Learning

Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Being Resilient

Rebounding from setbacks and adversity when facing difficult situations.