Customer Services Coordinator at Cochlear

Job description

• Enter and maintain customer orders in internal systems and reports: Oracle / CREM /ACT / Cochlear Care / Excel / Lotus Notes / Polar / Compass / Quality
• Ensure timely response to written orders/ MRP’s/ Repairs / Returns / Exchanges / Quotations and all other enquiries, via e-mail, fax, web, or telephone
• Control contract agreements, upgrade and other pricing or product agreements
• Booking in all UK and IE Serial numbered parts through current systems
• Coordinate the supply/delivery of products
• After Sales
• Organise a timely response to written orders, including order confirmation, product availability, invoicing and necessary country or customer specific procedures
• Coordinate shipments
• Liaise closely with distributors to respond to their needs
• Keep control of and maintain distributor agreements
• Remain up to date with product knowledge, upgrades, accessories and spare parts and to have knowledge of technical and clinical problems
• Maintain availability of product such as demo implants and spare parts for workshops and patient meetings
• Assist the development and implementation of local price policy and to take responsibility for individual distributor and customer requests regarding special offers
• To provide support to the Sales Team
• Service & Repair
• Open mail and book repairs onto Oracle system
• Assist with after-sales care, including repair times or replacements in close liaison with the service department
• Coordinate the supply/delivery of holiday loaners and handle customer enquiries
• Customer Care
• Work closely with the clinical and technical teams to keep them updated
• Provide assistance to distributors and customers
• Contribute to the implementation of customer care and other customer service related marketing programmes
• Be available to attend conferences, workshops and to meet customers
• Handle general customer service enquiries
• Form strong relationships with purchasers
• Participate in process updates and workflow processes for continuous quality improvement
• Help clinical specialists / hospital sales team /sales manager / GM and marketing team maintain UK strategies
• Prepare presentations for sales meetings and present at such meetings as required
• Recipient Programme
• Provide product troubleshooting directly to recipients via telephone, email, live chat and sms.
• Maintain contracts within Oracle
• Ensure recipients are registered correctly onto the programme
• Ensure where possible equipment is replaced next day
• Map processors when necessary
• Processor mapping and storage through Cochlear Connect
• Maintain consignment stock levels in conjunction with clinic and business manager
• Team Role (Team member)
• Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement.
• Contribute ideas on systems and process methods to improve deliverables
• Work safely, complying with all safety procedures, rules and instructions; and reporting workplace hazards, incidents or injuries to manager
• This individual is in a role for which HBV vaccination is recommended under Cochlear's vaccination policy

Key Incumbent Requirements

Minimum

• Microsoft Office skills
• Telephone Communication Skills
• Ability to construct high level written and verbal communications
• Excellent interpersonal and relationship building skills
• Attention to detail and accurate inputting skills
• Excellent organizational skills
• Ability to gather relevant information on sensitive issues
• Tact and diplomacy
• A professional unflappable manner
• The ability to multi-task

Ideal

• Strong goal orientation and self motivation
• Team player
• Flexibility
• Previous experience of an in-house order input supply system
• Oracle, CREM & ACT knowledge
• Some Customer Service experience
• A second European language would be an advantage
• Development Value of this role
• Process planning
• Gap analysis
• Time management
• Region-specific Requirements
• Conference attendance