We are seeking an experienced Customer Service professional to join our Customer Success team in Northampton.
SUMMARY
The Customer Success Coordinator is the first point of contact for both internal and external customers and is responsible for providing a prompt and consistently excellent service level for all UK and Ireland Customer Success customers.
This role is responsible for the data management for fulfilment of orders, pricing validation of services, manual billing, disputed invoice resolution, customer queries, complaint managements, account management, technical fault requests, delivery and collection of devices, within the Hospital Customer Success team within Fulfilment.
DUTIES AND RESPONSIBILITIES
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Process daily customer queries and order placements (received via different channels) including device deliveries and collections within the pre-defined timescales
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Allocate EANs (European Article Number) to customer orders as part of EDI (Electronic Data Interchange) mapping and undertake daily system maintenance
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Ensure back-order releases are in place within the defined timescales in line with Company SLAs (N.B. For renal orders, the end-to-end process for back orders will need to be managed)
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Troubleshoot and resolve held electronic orders within the order processing system
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Ensure all invoices and additional charges are created and processed within the working month
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Investigate disputed invoice queries and undertake remedial actions to resolve them
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Build and maintain strong relationships with internal stakeholders (e.g. Commercial, Quality Assurance, Warehouse, Transport) and external suppliers (e.g. system provider)
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Respond to all queries and requests within the team’s shared inbox within a timely manner
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Investigate and resolve customer orders that have not reached fulfillment
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Conduct root-cause analyses of erroneous transactions and undertake corrective actions including returns management.
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Check and maintain the NHS Supply Chain and TPS portals.
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Conduct pricing validations on a monthly basis and undertake corrective actions
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Support new customer account creation by conducting commercial & compliance validations in line with Quality & MHRA requirements
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Manage mass customer communications for changes to delivery schedules during bank/public holidays
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Technical fault reporting and administration of service related complaints Managing of the loan / swap pool information, weekly and daily stock checks.
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Support with data validation within generated reports to identify order discrepancies
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Generate ad hoc reports as requested
EXPERIENCE
Successful experience in using JDE, Sales Force, GSP (Global Service Platform) (and/or any similar data systems)
High volume order processing
Previous experience in resolving invoice queries
Demonstrable experience in meeting tight and competing deadlines
Prior experience with data reporting and data management tools would be advantageous
Previous experience in Telephony (or any other telephone system)
SKILLS
Strong problem solving skills (e.g. conduct root-cause analyses)
Process driven
Strong attention to detail /accuracy
Comfortable with managing large volumes of data
Strong and effective written/verbal/phone communication skills
Good stakeholder management
Strong numeracy skills
Good organizational skills
KNOWLEDGE
Expert knowledge of Microsoft Office, Excel (formulas, vlookups, pivots). Competence with macros would be advantageous