CUSTOMER CARE SPECIALIST- REGIONAL

The Oxford Instruments Group includes the businesses of Magnetic Resonance, Andor Technology, Femto Tools, Asylum Research, Plasma Technology and X-Ray Technology. With a sixty-year history, and fourteen Queen’s Awards for Enterprise, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.
Following an internal promotion and as part of the expansion of our Service division we are hiring a Customer Care Specialist, at our regional office in Wiesbaden Germany. The Customer Care Specialist will be responsible for providing excellent customer service to all customers throughout the EMEAI region and continually improve the customer experience.
The Customer Care Specialist will support the Service teams with enquiries, order processing, proactive outreach to customers and complaints management.

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Note to recruitment agencies: Oxford Instruments Andor operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.

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• Proactively communicate with customers inbound and outbound by all technologies including telephone and email to understand their needs and provide world-class service.
• Build deeper relationships with distributors to enable their service requirements and support other regional Customer Care Specialists
• Responsible for establishing and maintaining positive, successful relationships with customers on behalf of the company by taking complete responsibility for each customer interaction with exceptional telephone skills and/or email communications
• Handling customer orders, inquiries, and complaints, logging all interactions and resolving any issues in a timely and efficient manner
• Collaborating with internal teams to determine customer requirements and successfully implement solutions
• Handling service administration including RMAs/ scheduling/ orders/ invoicing
• Maintaining accurate records of customer interactions and transactions in relevant business systems including CRM and ERP.
• Participating in training sessions to stay updated on process knowledge and industry trends
• Provide high level of customer service to existing and new customer base.
• Interface closely with sales, service, and management to ensure customer satisfaction is achieved.
• Effectively communicate and exchange information among team members.
• Support the full utilisation and adoption of the sales application tool and CLM
• For the first 12 months this role will include the provision of additional support for the EMEA sales team for their sales administration requirements.