Customer Solutions Advisors - Halifax, West Yorkshire Who is Drive DeVilbiss - “Leading the World with Innovative Healthcare Solutions that Enhance Lives” Drive DeVilbiss has become a leading manufacturer and supplier of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 80 countries around the world. 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. Competencies: · Determined, enthusiastic, self-motivated team worker · Planning and organisation · Ability to perform effectively and efficiently under pressure · Ability to work independently and make decisions but know when to ask for support & guidance · Willing to put forward suggestions to improve processes and customer experience · Open to change and willing to adapt to business needs · Ensure appropriate communication showing empathy and the ability to communicate with vulnerable people. · Ability to adapt to customers needs and ensure priorities and met. · Ability to work to deadlines and manage you time effectively. · Ability to persuade, influence and negotiate effectively at all levels both in and outside the organisation 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 Why Join Us? Stability & Benefits : Competitive salary, pension scheme, and generous holiday allowance. ️ Hands-On Impact : Your work directly improves patient care across the country. Team Culture : Join a friendly, supportive crew that values collaboration and respect. Career Progression : We invest in your growth with structured training and development. Equal Opportunities Statement: Drive DeVilbiss is an equal opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. We ensure that to ensure that no candidate receives less favourable treatment on the grounds of race or colour, nationality, national or ethnic origin, sex, marital status, religion, age, sexual orientation or disability. Drive DeVilbiss complies with applicable legislation governing non-discrimination in employment in every location in which the company has facilities. Selection criteria and procedures are regularly reviewed to ensure that individuals are treated on the basis of their relevant merits and abilities. All successful candidates will be required to prove their eligibility to work in the UK, as well as accurate reference details covering their recent employment history. Please note some roles are also subject to an Enhanced DBS check.