Overview
Department: Customer Services
Role reports to: Customer Services Manager UK & Ireland
Location: Warrington/hybrid
About us
Medline is a leading provider of medical-surgical products and supply chain solutions, serving all points of care. Through a wide-ranging product portfolio, a robust supply chain network and modern clinical solutions, Medline helps healthcare providers (HCPs) improve their clinical, financial and operational outcomes. Headquartered in Northfield, Illinois, United States, the company employs more than 43,000 people worldwide and operates in more than 100 countries and territories. Outside the US, Medline EMEA headquarters is in Utrecht, the Netherlands. To learn more about Medline’s operations in Europe, visit www.medline.eu.
Purpose
The Customer Service Agent provides World Class customer service to our customers and account managers, with full ownership of tasks - from initial request to resolution.
We are seeking a proactive, detail-oriented Customer Service Agent to join our growing team. This position demands end-to-end ownership of customer processes, requiring a candidate who thrives in a hands-on, high-accountability environment. You will collaborate closely with account managers, customers, and cross-functional teams to deliver exceptional service.
Responsibilities
* Accountable for taking customer orders, tracking shipment and on-time shipment of orders
* Responsible for solving problem situations by taking the necessary steps
* Provides pro-active information to customer/account manager about their order status
* Full ownership of the maintenance of EDI order: from order to invoice
* Provides customer service to ensure customers’ needs are fulfilled, and customers are satisfied and retained
* Keeps records of customer complaints and ensures that complaints are dealt with in a timely manner respecting the process and approval flows
* Actively suggests and assists with implementing any improvements of systems and processes
* Updates CRM system to track all issues and resolutions, reports on trends and responds to inquiries from stakeholders and partners
* Follows required training to perform the job with great efficiency
* Any other duties as are within the scope, spirit and purpose of the job as requested by the line manager
Qualifications
* Previous experience in a customer service role within a manufacturing, logistics, or medical device environment is highly preferred
* Strong understanding of end-to-end customer service processes - not limited to call handling
* Ability to manage a wide range of customer issues independently
* High level of oral, written and interpersonal communication skills
* Takes pride in providing excellent customer service
* Able to prioritise and organise a busy workload
* Ability to remain calm and professional when dealing with customers
* Confident in dealing with individuals at all levels both internally and externally
* Strong organisational skills, leading to a methodic and structured way of working and an ownership mindset
* Proficiency in MS Office
* Positive action-oriented spirit and attitude
* Able to work well as part of a team or on own initiative
Why Join Us?
This is an opportunity to make a real impact in a growing, dynamic team and work in a global organisation where your voice is heard and your ownership makes a difference.
We offer a competitive compensation and benefits package including:
* Bonus scheme*
* Income protection insurance*
* Life Insurance*
* Access to help@hand total well-being app (including EAP and access to Benefithub discounts and savings)
* Access to YuLife – a wellbeing app that rewards you for daily healthy activities.
* Pension
* Employee referral scheme
* Bespoke training and development opportunities
* Opportunity to buy health cash plans
* Cycle to work scheme
* Regular employee appreciation events
* 25 days holiday plus the usual bank holidays
*subject to T&Cs
We want to ensure our recruitment process works for everyone. If you need any reasonable adjustments at any stage, please let us know.
Medline is committed to reducing our carbon footprint, developing responsible products, supporting our employees and local communities, and promoting high ethical standards internally and among our supplier partners. Click here to discover what Medline is doing to make healthcare more sustainable for people and the planet.
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