Customer Services Specialist at Coloplast

Role Purpose

• The Customer Services Specialist is responsible for delivering seamless customer support, query resolution, escalations, and implementing our Standard Operating Procedure in daily operations. The role focuses on service excellence, customer retention, operational efficiency, and continuous improvement.
• You will be part of the Finance and Business Support Team and report to the Customer Service Lead.

Key Responsibilities

Customer Experience

• End-to-end management of customer queries and complaints
• Investigate root causes of recurring issues and implement effective resolutions
• Work closely with 3PL Partner ensuring accuracy and completeness of order delivery
• Ensure sufficient support to Sales Team, forwarding customer leads to the appropriate Sales Developer or Regional Sales Manager 

Operational Support

• Assist with coordinating incoming orders and returns timeously
• Ensuring completeness and accuracy of quotes, daily tracking and performance analysis
• Assist customers with pricing queries as per the relevant approved pricelist
• Support stock management through accurate preparation of Stock on Hand Assessments
• Responsible for all customer service administration

Quality & Compliance

• Quality customer service responses within 3 Business Days with solution or feedback on the progress of the query
• Answering incoming phone calls in line with internal communication standards
• Custodian of Terms and Conditions

Process Improvement

• Identify service inefficiencies, trends, and customer pain points
• Contribute to continuous improvement initiatives and service optimisation projects

Data & Reporting

• Preparation of monthly Key Accounts OTIF report with commentary. 

Key Competencies

• Excellent customer service and client relationship skills
• Excellent communication (written and verbal).
• High attention to detail and accuracy.
• Ability to work in a team environment.
• Problem-solving and and decision-making ability
• Strong collaboration and stakeholder management.

Experience & Qualifications

• Relevant tertiary qualification (beneficial).
• 2+ years’ experience in commercial operations, sales support, customer service, finance.
• Proficiency in Microsoft Office

Personal Attributes

• Passionate about customer services
• Strong sense of ownership and accountability
• Customer-centric mindset
• Proactive, resilient, and adaptable