Esco Lifesciences Group is a world-leading manufacturer of laboratory, pharmaceutical equipment, bioprocess tools and IVF medical devices, delivering sustainable workflow solutions to advance global health. Since 1978, the Singapore-based company is committed to excellence, ensuring forward-thinking technology, responsive support, and reliability, making Esco a trusted partner for the life science and medical markets in more than 150 countries.
Customer Service – Post Sales Order Processor
Role Purpose:
To contribute to the success of Esco through detailed, efficient, office support and professionalism internally and with customers and suppliers in line with Esco business objectives. This is a detail orientated role requiring varying tasks working with all departments, requiring good judgement, organisation and the ability to remain calm and professional in all situations.
Location:
Office based, Monday to Friday 08:00 hours to 16:30 hours
Reporting Relationships:
Service Engineering Manager / General Manager – Direct Reporting
Vice President - Esco GB Ltd – Indirect Reporting
Esco Board of Directors – Indirect Reporting
Job Description:
The role of Customer Service Post Sales Order Processor will be inclusive of but not necessarily limited to the following for Esco GB Ltd.
Principle Accountabilities - Order Processing:
· When Purchase Order is received, check it against the quotation and if there are discrepancies request the customer and/or pre-sales to amend the PO or/and quote
· Tabulate the order into the PO registry
· Check the inventory if stock is available to determine the lead time to give to customer
· If the ordered item is out stock, request purchaser to order from factory or from local suppliers
· Key in the order into Business Central (BC) and then generate order confirmation (OC)
· Send the quotation, PO and OC to the General Manager and the Accountant for approval
· Once approved, send to customer
· Answer customer queries about their order
Note:
1. Each order takes different amounts of time to finish depending on how many items in the order.
2. Processing of service orders is a lot more complicated because the order needs tagging to the service items.
3. If a service item card does not exist, the creation of one would need to be implemented.
Person Requirements:
· Organisational and Planning Skills: Ability to manage multiple projects and meet deadlines
· Ability to work independently and as part of a team
· Communication and Interpersonal Skills: Strong interpersonal and communication skills for building and maintaining relationships with customers, representatives and colleagues
· Competent with CRM systems and Microsoft Office suite
· Understanding of customer service principles and best practices
· Good standard of general education, GCSEs or equivalent in English and Maths (grade C or above)
· Strong attention to detail with accurate data entry skills
· Customer-focused attitude with a positive and professional manner
· Reliable, organised, and able to work under pressure
· Flexible and adaptable to changing business needs
· Strong sense of accountability and ownership
· Previous experience in customer service, administration, or order processing
· Handling customer queries and complaints professionally