ABOUT MEDGUARD

At Medguard, every role matters. Whether you’re in logistics, customer service, education, or operations, your work helps deliver the exceptional service that exceeds our customer’s expectations.
We’re a proudly Irish, family-owned company based in Ashbourne, Co. Meath — and one of Ireland’s leading suppliers of medical devices and consumables. Our success is built on strong relationships, mutual respect, and a shared commitment to enhancing patient care.
Looking for your next opportunity?
Join a team where your contribution counts, your growth is supported, and your work makes a difference.

REQUIRED EXPERIENCE AND QUALIFICATIONS

• 2+ years of experience in a customer service or internal sales role, preferably in a healthcare or regulated environment.
• Proficiency in CRM systems such as NetSuite and Microsoft Office Suite.
• Strong attention to detail and accuracy in data entry and recordkeeping.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Knowledge of GDP guidelines and SOP compliance considered an advantage.

Communication Skills

• Use NetSuite email templates to maintain professional communication standards.
• Maintain effective communication with customers and colleagues to uphold service standards.
• Prepare sales reports and participate in monthly sales meetings on a rotational basis

Problem Solving

• Upsell and cross-sell products where appropriate, maximising order value and offering in-stock alternatives.
• Escalate complex queries appropriately while seeking timely resolutions.
• Identify opportunities to improve customer service processes and contribute to continuous improvement

ABOUT THE ROLE

As a Customer Service Executive, you will play a key role in supporting Medguard’s internal and external sales operations by processing customer orders, resolving queries, and maintaining accurate records in NetSuite. You’ll be the first point of contact for many of our customers, ensuring they receive timely, professional, and helpful service. This role requires excellent attention to detail, strong communication skills, and the ability to manage multiple priorities in a fast-paced environment.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Customer Focus

• Process customer orders received via website or email promptly and accurately.
• Confirm orders, advise customers of delivery schedules or stock issues, and suggest suitable alternatives.
• Provide product information or escalate queries to Key Account Managers as needed.
• Respond promptly to email queries, acknowledging receipt within one hour and ensuring timely follow-up.
• Handle phone calls and emails, resolving queries related to dispatch, shipping, and stock availability.
• Address pricing discrepancies in purchase orders, liaising with Key Account Managers where necessary.
• Handle return authorisations, arrange uplifts, and notify the Head of Internal Sales regarding refunds or credits.
• Process customer returns in compliance with GDP guidelines and Medguard Returns SOP.
• Remain vigilant regarding the risk of falsified medicines in customer returns.

Attention to Detail

• Accurately input order details into NetSuite and maintain up-to-date customer records.
• Record all customer interactions, including calls, tasks, and notes, in NetSuite.
• Regularly review pending approvals, open sales orders, and quotations to ensure timely updates and follow-ups.
• Maintain a clean and organised workspace, tidying daily at the start and end of each shift.
• Ensure compliance with SOPs, health and safety guidelines, and environmental policies.
• Respond to customer concerns, manage assigned projects, and ensure document retention complies with Medguard SOPs.

Communication Skills

• Use NetSuite email templates to maintain professional communication standards.
• Maintain effective communication with customers and colleagues to uphold service standards.
• Prepare sales reports and participate in monthly sales meetings on a rotational basis.

Team Collaboration

• Liaise with Key Account Managers and other internal teams to resolve customer queries and ensure smooth order processing.
• Participate in annual stock takes as scheduled by the Warehouse Manager.
• Support internal sales initiatives and contribute to team goals.

Time Management

• Meet monthly invoiced sales targets and minimise carry-over of unresolved emails.
• Prioritise tasks to ensure timely order processing and customer follow-up.

Problem Solving

• Upsell and cross-sell products where appropriate, maximising order value and offering in-stock alternatives.
• Escalate complex queries appropriately while seeking timely resolutions.
• Identify opportunities to improve customer service processes and contribute to continuous improvement.

System Proficiency

• Utilise NetSuite and other internal systems confidently and accurately.
• Maintain data integrity and adhere to system protocols.