Job Description
Customer Service Specialist – EMEA – Sunbury On Thames
Role Type: B2B Customer Service / Order Management
This 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 Responsibilities
Quotation Management & Calculation
* Prepare and enter quotations in the ERP system for consumables, spare parts, capital equipment, and repair cost estimates
* Ensure pricing accuracy in line with complex framework agreements
* Proactively follow up on open quotations and support conversion into orders
Order Management
* Receive and accurately enter customer orders via EDI, email, fax, and phone
* Carry out availability checks (ATP) and manage backorders proactively
* Coordinate express and same-day deliveries for urgent requirements
* Manage standing and recurring orders, ensuring correct frequency and customer alignment
Customer Consulting & Proactive Service
* Provide first-level product support, including identifying successor products and suitable alternatives
* Advise customers on ordering processes and logistics to improve efficiency and reduce errors
* Identify additional customer needs and offer relevant accessories
* Ensure continuity of customer service support during business hours
Complaint Management & After-Sales
* Record, classify, and process complaints, returns (RMA), and service issues
* Create credit notes and work with accounting to resolve invoice discrepancies
Compliance & Regulatory Support (MDR)
* Maintain accurate batch and serial number traceability within the ERP system
* Support quality activities relating to incident documentation and product recalls
* Verify customer certification and delivery eligibility prior to order processing
Requirements Profile
Education & Experience
* Completed commercial training or a comparable qualification within the healthcare sector
* Several years’ experience in customer service, ideally within medical technology, pharmaceuticals, or a logistics-intensive environment
Technical Skills
* Strong ERP system experience across orders, quotations, billing, and returns (e.g. SAP, NetSuite)
* Business-fluent German and good English language skills
* Confident user of MS Office, particularly Excel
* Understanding of medical logistics, consignment processes, and regulatory requirements (MDR/GDP) is advantageous
Personal Attributes
* High level of accuracy and attention to detail
* Calm, solution-focused approach under time pressure
* Strong communication skills with both customers and internal stakeholders
* Service-driven mindset with a proactive, problem-solving attitude
Performance Indicators
* Order accuracy and reduction of returns
* Phone and email service levels
* Quote-to-order conversion rate
* Effective backlog and availability management