Job Description:
The Medical Customer Service & Warehouse Operative is responsible for fulfilling orders, checking inbound & outbound loan kits and managing the goods inwards & goods outwards processes for stock. To be an integral team member taking responsibility and running the day-to-day tasks. The sales orders need to be processed in accordance with our standard operating procedures and controlled through our ERP computer stock control system. All the above are performed and controlled in accordance with our SOPs from our ISO13485 certified Quality Management System (QMS). There will also be general administration requirements.
Reporting To: Customer Service Manager (CSM)
Place of Work:
Head Office
Responsibilities: Medical Customer Service & Warehouse Operative
1. Accepting & processing Customers Sales Orders by phone and email through the ERP system. These maybe direct from the NHS, hospital or via our clients' sales personnel.
2. Liaising with the customers directly or through the sales personnel to fully understand the customers product and delivery requirements.
3. Receiving in orders from clients & inputting into the ERP system and storing away in the Warehouse.
4. Scheduling & booking surgical loan kit bookings received either by the hospital or by the specific client sales personnel through the ERP system.
5. Implementation of Contract (customer order) Review Procedure including retention of all related documentation.
6. Responsible for keeping traceability records of products delivered to customers.
7. To manage and control the inventory within the warehouse on a First Expired, First Out (FEFO) basis.
8. To deliver goods to the client's customers using our courier network. Appropriate decisions need to be made when dealing with each clients' products, delivery deadlines and overall shipment value.
9. Responsible for performing Incoming inspection in accordance with the Test and Inspection Procedure.
10. Responsible, while preforming quality control activities, to ensure that the inspection status of products is always identified as outlined.
11. Initiate new purchase orders in accordance with Purchasing Procedure.
12. Involvement in onboarding of new clients including data input into the ERP system, developing set lists, managing the incoming stock and allocating warehouse space.
13. Inputting data from each clients end sales invoices into Orthomotion Medicals monthly working templates for end of month reconciliation and final invoicing to our clients.
14. To work as an important member of our team and to be adaptable to take on any administrative work necessary including supplier ledger.
15. Assisting in overall warehouse activities and performance.
16. To develop any new SOP's that may be required, in conjunction with the CSM, QM and or CEO, particularly around continual improvement.
17. If required and in conjunction with the CSM and Quality Manager (QM) manage and control Non-Conforming Items (NCI) in accordance with the Control of Non-Conforming Item Procedure.
18. Handling customer complaints in accordance with the Handling Customer Complaint and Feedback Procedure.
19. To be an integral part of our continual improvement plan and to make suggestions where they become apparent.
20. There may be potential to be trained as an internal ISO13485 auditor and to participate in internal audits working with the QM.
Competence requirements
· Experience within the medical device industry.
· Ability to work on own initiative, prioritising and organising workload.
· A good working knowledge of ERP systems and stock management.
· An understanding of SOP procedures and working to those defined guidelines.
· An understanding of Quality Management Systems (QMS).
· Meticulous attention to detail and accuracy in work.
· Experience of working to defined ISO standards an advantage.
· Continuous improvement of the departments processes, focusing on Quality, productivity and Customer Engagement.
· IT Literate including but not limited to MS systems including Outlook & Excel.
· High level of written & verbal communication skills with a great telephone manner.
Other requirements
· Ability to prioritise and multitask to ensure all orders are successfully dispatched in line with customer requirements.
· Self-motivated and committed to delivering outstanding service to our clients and customers.
· Ability to be a part of a small but growing team in order to help the company for future growth.
· Excellent interpersonal skills – able to build relationships at all levels, internally and externally.
· Able to work well under pressure and to be a pro-active problem solver.
· A strong and resilient work ethic with the will to go the extra mile when needed.
Training
We will provide any training to ensure you can perform the complete cycle of all activities described above for all Orthomotion Medical systems