EDUCATION AND EXPERIENCE:

• Previous customer service experience necessary
• Previous experience sales and account management preferred.
• Ability to work independently and part of a team
• Excellent communication skills both verbal and written
• Ability to build strong working relationships both in and outside the organisation
• Computer literate/keyboard skills
• Previous knowledge of ordering systems preferred
• Financial understanding and awareness

SUMMARY (MAJOR PURPOSE OF THE ROLE):

At Drive Devilbiss Healthcare we put the customer at the heart of everything we do and we take personal responsibility for exceeding our customers’ expectations. Our four principles underpin everything we do and we will expect you to embody them in everything you do. The values are:

• Integrity – We lead with respect, loyalty and trust
• Intent – We hold ourselves accountable for our actions and when it is not working we fix it.
• Capability – We listen challenge and continuously improve
• Results – We will be measured by our results.

MAIN ACTIVITIES/RESPONSIBILITIES:

This is not an exhaustive list of all duties but covers the core needs required to fulfil the role. Other tasks or project work may be asked of you by your manager or a senior employee depending on the needs of the business. The company reserve the right to modify this job role at any time.

• Successfully manage accounts through processes and ensuring customer expectations are met and exceeded.
• Telephone enquiries and customer service calls.
• Scheduling/Allocating service and maintenance workload for service engineers throughout the UK
• Encourage engineers to complete their workload and provide support to meet individual & department targets
• Ensure work documentation is produced in a timely manner allowing accurate service and invoicing
• Ensure all job briefs are taken accurately from customers and successfully communicated to other team members.
• To proactively encourage and develop customer relationships
• Investigate customer complaints and liaise with customers with a professional response and in an acceptable timescale.
• Authorise and sign off customers credits when required
• Internally maintain thorough and accurate adjustments all stock levels for the external service centres to ensure accuracy of stock for jobs and financial budgets.
• Financial understanding of the revenue throughout the service team through workload, pricing and percentage margins
• Processing customer complaints, ensuring the best outcome for the customer and the company.
• Ensure out of stock items are efficiently communicated and managed.
• Ensure all processes for customer communications are adhered to.
• Support of nationwide Business Development Managers.
• Liaison with all internal customers & departments.
• Internal & external reporting, as required
• Management and organisation of your own and shared sales inboxes
• Efficient, timely & detailed correspondents with external & internal customers.
• Financial understanding of the revenue throughout the service team through workload, pricing and margins
• Support the whole team through cross training and covering other processes during absences and holiday as requested by managers and team leaders.