Job Purpose
To provide a first‑class support service to IHG Group customers and employees by ensuring that orders, enquiries, and requests are dealt with in an efficient, prompt, and courteous manner.
Main Duties and Responsibilities
* Assist in the day to day, smooth running of the sales office, ensuring that:
* Customer orders, enquiries and other requests are dealt with professionally and in a timely manner.
* Processing, ensuring paperwork and documentation are accurate for traceability of all orders.
* Raise the relevant customer documentation for orders and enquiries, as required, ensuring effective and efficient communication with all relevant parties and a high level of accuracy in your work.
* Prepare and expedite relevant UK or International documentation that accompanies deliveries as per the request of the customer/International regulations.
* Handle all telephone enquiries and raise call back requests – direct to appropriate service personnel, as necessary.
* Ensure information systems and databases are kept up to date.
* Prepare Picking slips and Invoicing for dispatching repairs and/or Sales orders to customers.
* Liaise with and provide assistance to Sales, Service, Warehouse and dispatch staff on customer and order.
* Assist with strengthening the quality and volume of relationships between the Company and customers through the provision of a high quality, efficient, courteous, and professional service.
* Address customer issues effectively and in a timely manner, seeking support and guidance where necessary, and ensuring customers are updated regularly on the resolution of their issues.
* Adhere to the Company's Quality policy and objectives, and the requirements of the Company's Business Management System through Q‑Pulse.
* Maintain up‑to‑date knowledge of and ensure compliance with Standard Operating Procedures relevant to role.
* Actively participate as a member of the sales office team in terms of maintaining morale, building a successful sales office function, providing absence cover and additional support to colleagues where required, and proactively contributing to improvement ideas and discussions.
* Carry out general office duties, including:
* Answering the telephone, transferring calls, and passing on messages.
* Checking and forwarding, as appropriate, emails received in the Company's mailbox at regular intervals.
Management Responsibilities
None
Experience and Qualifications Required
Mandatory
* Experience of working in a sales administration or customer service role in a busy environment.
* Working with EXCEL, WORD, CRM databases.
* English language fluency.
Desirable
* Healthcare / medical device industry background.
* Experience of working with international trade documentation.
* A second language in addition to fluency in English.
Key Skills and Competencies
* Excellent command of written and spoken English and a first‑class telephone manner.
* Ability to deal with multi‑national customers, whilst being respectful of and sensitive to differing cultures.
* Knowledgeable of sales order processes.
* The ability to accurately handle high volumes of work under pressure and in a multi‑task mode, prioritise duties and operate in an organised and unflappable manner.
* Ability to gain knowledge of products including configuration of various components/accessories and to be able to communicate these to customers.
* Apply excellent, customer service skills at all times.
* The ability to work well as part of a team and equally well on your own and using your own initiative.
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