Customer Service Representative
Reports to: Operations Manager NI
Company: Brennan & Co NI
The Brennan & Co Group, founded in Dublin in 1967, incorporates four companies – Brennan & Co, Brennan & Co NI, Brennan & Co SVS and Irish Power and Process Ltd. The Group is a market leader in the supply and servicing of equipment, reagents and consumables along with supply chain management to the Life Sciences, Healthcare, Industrial and Pharmacy sectors in Ireland, Europe and Asia.
At our heart we have always had a focus on our people. Our suppliers, our customers and our employees. We value innovation, exceptional customer service and quality in all we do.
We are a dedicated team of professionals who love what we do and the people we work with. Join us on our journey to grow our business while maintaining our core values of accountability, honesty, respect and communications.
The Customer Service Representative role provides a high level of customer service support to Brennan & Co NI customers across all our business divisions.
Tasks and Responsibilities
* Responsible for processing sales orders, ensuring they are tracked through to delivery, delivered on schedule and that sales managers/customers where appropriate are kept informed throughout the process
* Deal with incoming sales and service enquiries and day to day customer and supplier calls/emails
* Log CSR calls in accordance with procedures and track call to completion (when platform is in place)
* Generate customer quotes through our CRM system
* Maintain and update SLA price lists and assist in any price increase notifications
* Assist in maintaining supplier price list folder escalating internally any new changes in pricing
* Seek to improve the service to the customer and increase efficiency and team effectiveness
* Maintain back up records for easily retrieval and according to set processes
* Maintain a close working relationship with all key parties including customers, suppliers and other departments
* Where applicable, assist CSR team in upselling ancillary products to end users
* Run loan stock delivery dockets for equipment demo’s etc and monthly standing orders for consumable items and rental charges
* Manage and seek to eliminate stock write offs through effective stock management and early proactive interaction with the sales team re expiring stock
* Assist in resolving any stock discrepancies
* Place stock orders where appropriate to do so bearing in mind cash flow and risk
* Handle customer complaints efficiently and effectively escalating internally as appropriate
* Contribute to the development and maintenance of the Standard Operating Procedures for the CSR team and regularly conduct reviews in line with continuous improvement initiatives or business changes
* Comply with all internal and external regulatory and legal requirements and processes
* Provide warehouse support during busy periods and to cover annual leave
* Maintain an openness to complete other ad-hoc duties, projects and assignments as the business may need it.
Skills/Experience
* Customer service experience in the medical devices or a related industry. This is so that you will understand our large product portfolio
* Great communication skills, a team player and an enthusiastic approach are key as is a real desire to provide excellent customer service.
* Technically minded with an ability to understand customer needs in relation to products
* Excellent numeric and data entry skills with attention to detail and accuracy
* Excellent customer relationship skills with ability to work under pressure and to tight deadlines
* Ability to multi-task, skill in establishing priorities and managing workloads
* Ability to be flexible and to adapt and work effectively with a variety of situations or individuals
* Excellent computer skills including proficiency in use of Microsoft Office
* Experience with salesforce an advantage but not essential
What we can offer you
* Competitive Salary
* Annual Bonus
* Increased Pension Contributions
* Income Protection Policy
* Death in Service Benefit
* Work Life Balance
* Paid Maternity & Paternity Pay
* Career Development Opportunities