Overview
We are looking for a friendly and professional individual to join our Tech Support team as a Customer Service Representative – Technical Support. You will be the first line technical telephone support for all external and internal customers at Dräger.
Responsibilities
* Handling of general customer inquiries / requests
o Service reports / documentations
o Part number and product pricing
o Service due dates
o Callouts
o Estimates
* Product and Service Order management – from entering incoming orders into the ERP system up to invoicing
o Invoicing via Post-processing (including resolution of related queries)
o Support collection of accounts receivable – PO chasing
o Credits & re-invoicing
* Engineer part order entry, verify order / delivery time
* IDOC error handling & processing
* Order status monitoring – automatically informing the service team of any foreseeable change in delivery time
* Local product handling, purchasing and logistic coordination
* Handling of returned goods in case of in-house repair failure on arrival and warranty
* Inventory management / engineer stock checks/counts
* Fault log monitoring & correction of automatic material reservation
* Maintain & improve customer satisfaction by the provision of high level support to customers, including ensuring timely and efficient provision of part numbers as requested by customers
* Electronic filing
* Undergo necessary training in order to fulfil all duties
* Delivery of objectives as agreed with manager
* Management and compliance of key team tasks
* Undertake any other duties and projects in order to meet personal, team and organizational objectives
Shared Responsibilities
* All employees have a responsibility to comply with the Integrated Management System (IMS) and minimise any impact on the environment whilst carrying out their duties.
* All employees to ensure and promote safe working conditions for all employees, visitors and contractors by implementing, monitoring and complying with occupational health & safety provisions
* Embed our WeLEAD competencies – I build trust, I create value for the customer, I enable others, I provide direction, I embrace diversity, I deliver results
Your Qualifications
Role Requirements
Education/Qualifications
* Educated to Secondary Education level or equivalent commercial experience.
Related Experience
* A good communicator who has confident phone skills and an eye for detail, accuracy is essential.
* Confident using computers (Windows)
Skills & Competencies
* Windows (Outlook, Word, Excel)
* SAP would be an advantage but not essential
* Ability to organise and prioritise
* Ability to work as part of a team and as an individual
* Experienced in phone-based business to business customer service within a specialist team
* Experience of working to targets
* Time Management Skills
* Effective Communication
The Dräger Workplace
Benefits
* 27 days holiday plus bank holidays, with option to purchase up to 3 additional days
* Flexi scheme
* Hybrid working available on agreement
* Private medical (optional)
* Discounted critical illness cover, dental cover and partner life assurance
* Healthcare cash plan
* Discounted shopping & leisure vouchers
* Salary sacrifice car scheme
* Cycle to Work
* Gym membership discounts – up to 25%
* Charity Giving scheme
Company Vision & Equality
Dräger’s dedication: At Dräger we have a clear vision, to be an organisation with a working environment that includes a diverse mix of talented people who want to come, stay and grow. We ensure candidates with the required qualifications and experience will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All are welcome to apply.
Please apply directly through our career portal. We look forward to receiving your application.
Contact: Sally Jordan
E-mail: sally.jordan@draeger.com
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