Sales Order Processor

Customer Service Specialist/Sales Order Processor

•    Job Type: Full-time (WFH 1 day per week)•    Location: Castle Donington•    Salary: £25/£30K plus 5 % bonus•    36 days holiday (including bank holidays)•    8% pension 

We are seeking a Customer Service Specialist to join our client's team based in their new offices based in Castle Donington. The successful candidate will be responsible for handling and recording orders, maintaining solid customer relationships, and resolving customer complaints with speed and professionalism. This role is vital in supporting our direct sales organisation and ensuring the smooth operation of our customer service functions.

Day-to-day of the role:•    Respond to customer requests via email or phone, providing information about products, delivery lead times, and support with customer files.•    Process orders, send PO confirmations, communicate delivery lead times, and propose alternative items in case of backorders.•    Control daily invoices for price conformity and ensure they are properly sent to customers.•    Issue customer credits for QA complaints or corrections of improper invoicing.•    Follow up on overdue payments, issue/send customer account statements, and send reminders to bad payers.•    Maintain the ERP system, including customer card creation and updating accurate data, and upload and maintain prices.•    Follow up on quality complaints: reception, verification, organisation of product returns, and update of the Complaint data master file.•    Coordinate with the QA department for product recall monitoring: customer notification, data collection and archiving, and organisation of product returns.•    Archive customer service documentation for audit purposes.•    Support the sales team with various statistics/reports, sample needs, and preparation for local congresses, and send marketing brochures/banners.•    Provide tender support in collaboration with the Tender & Pricing Manager.•    Act as a backup for Export Customer Service Support when necessary.

Required Skills & Qualifications:•    Meticulous and detail-oriented with a good understanding of IT systems and excellent user skills.•    Excellent working knowledge of Excel.•    Empathetic, patient, and clear communication skills.•    Accountable and takes responsibility for actions and decisions.•    Customer Service experience in the MD (Medical Device) industry is preferred.•    Excellent communication skills with a strong customer service-focused mentality.•    Proficiency in English.

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