Customer Service Specialist – EMEA – Sunbury On Thames Role Type: B2B Customer Service / Order ManagementThis is a key customer-facing role responsible for managing the full Order-to-Cash process for B2B customers, including hospitals, clinics, and specialist distributors. The position combines operational excellence with customer consultation, ensuring timely delivery of medical products while maintaining strict compliance with regulatory requirements, including Medical Device Regulation (MDR).Key ResponsibilitiesQuotation Management & CalculationPrepare and enter quotations in the ERP system for consumables, spare parts, capital equipment, and repair cost estimatesEnsure pricing accuracy in line with complex framework agreementsProactively follow up on open quotations and support conversion into ordersOrder ManagementReceive and accurately enter customer orders via EDI, email, fax, and phoneCarry out availability checks (ATP) and manage backorders proactivelyCoordinate express and same-day deliveries for urgent requirementsManage standing and recurring orders, ensuring correct frequency and customer alignmentCustomer Consulting & Proactive ServiceProvide first-level product support, including identifying successor products and suitable alternativesAdvise customers on ordering processes and logistics to improve efficiency and reduce errorsIdentify additional customer needs and offer relevant accessoriesEnsure continuity of customer service support during business hoursComplaint Management & After-SalesRecord, classify, and process complaints, returns (RMA), and service issuesCreate credit notes and work with accounting to resolve invoice discrepanciesCompliance & Regulatory Support (MDR)Maintain accurate batch and serial number traceability within the ERP systemSupport quality activities relating to incident documentation and product recallsVerify customer certification and delivery eligibility prior to order processingRequirements ProfileEducation & ExperienceCompleted commercial training or a comparable qualification within the healthcare sectorSeveral years’ experience in customer service, ideally within medical technology, pharmaceuticals, or a logistics-intensive environmentTechnical SkillsStrong ERP system experience across orders, quotations, billing, and returns (e.g. SAP, NetSuite)Business-fluent German and good English language skillsConfident user of MS Office, particularly ExcelUnderstanding of medical logistics, consignment processes, and regulatory requirements (MDR/GDP) is advantageousPersonal AttributesHigh level of accuracy and attention to detailCalm, solution-focused approach under time pressureStrong communication skills with both customers and internal stakeholdersService-driven mindset with a proactive, problem-solving attitudePerformance IndicatorsOrder accuracy and reduction of returnsPhone and email service levelsQuote-to-order conversion rateEffective backlog and availability management