Senior Customer & Sales Support Advisor

ABOUT THE ROLE

This role is to maintain the smooth running of the Surgical customer service and commercial coordination department, providing the best possible service to our customers, internal departments and the commercial team, contributing towards the success of the business by going above and beyond to meet our stakeholders expectations and fulfilling their needs in a safe and timely manner.

This is a sales and administration based coordinator role, and the person will be able to drive customer service, outbound telephone sales and have an overview of other departments within the company and drive change and efficiency.

The person will be the link between both internal and external sales, managing International partners and the internal contact between company departments – coordinating to complete projects.

KEY ACTIVITIES

• This role is to provide leadership to the customer services function, covering the departments role of supporting the UK & Ireland Sales, International Sales, Internal Stakeholders and order processing.
• The role will be required to implement team and individual objectives which tie into the business goals, delivering staff performance management programs.
• The role will report into the Head of Sales, forming part of the commercial team, also working with the Operations, Quality, IT, Accounts, Supply Chain & Manufacturing roles.
• To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the company’s’ Health and Safety policy.
• To adhere to the company’s Quality policy and Environmental policy.
• To undertake other duties as may be reasonably required.

RESPONSIBILITY

Training and coaching

• Using skills and knowledge to increase the productivity and performance of the department.

Proactive

• Looking at options for a more proactive CS, telesales, campaign follow ups & lead generation.
• PMS – working towards the PMS requirements of the business and Gaining PMS feedback, in line with the QMS system.
• Customer complaint process – manage this process internally and externally, satisfying QARA and customer requirements.
• Tendering – working with all departments to ensure the best outcomes from tender bids - filling in portal tender sites, monitoring tender notifications and collating all required information.
• International orders – co-ordinate with distributors and shipping partners to maximise the service and delivery of product and services to our international partners.

Co-ordination of departments

• Working with other departments to aid new product launches, tender submission, stock and production levels, customer complaints and order processing, excellent internal communication and reporting skill are required.

Efficiency projects 

• A deep dive into current working patterns, to see how all processes can be improved.
• Proactively implementing new ways of working across the department.
• Combining existing and new information streams to produce concise reports and analysis of sales and market trends.

Other

• To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the company’s’ Health and Safety policy.
• To attend relevant training courses, keeping own knowledge of the business, products and processes up to date; including completion of inhouse training courses.
• To adhere to the company’s Quality policy and Environmental policy.
• To undertake other duties as may be reasonably required.

KEY SKILLS

Essential

• Previous engagement of a customer profile which covers UK&I and International geographies.
• Attention to detail whilst also recognising the bigger picture.
• Knowledge of export documents, international shipping and all other facets of export administration.
• Demonstrated Customer focus, whilst being able to work with the Head of Sales and other SLT members to ensure the best outcomes for the business, distributors, healthcare professionals and patients.
• Excellent time management skills.
• Use of Microsoft office applications, including Word, Excel, PowerPoint and Outlook.
• Enjoys working with great people in a fast paced, open and fun workplace environment.

Desirable

• Knowledge of medical device tendering process.
• Experience with SAGE (preferably SAGE X3).
• Distributor, NHS, and private hospital knowledge.
• Quality assurance experience.
• Power BI knowledge.
• Recognised Leadership & Management qualification.

KEY WORKING RELATIONSHIPS

Internal

• Working with other departments to enhance profitability using the skills within the business, to promote the Eakin Healthcare Group.

External

• Working with UK and International Partners, suppliers, shipping agents and customers to give an efficient and profitable experience.

ADDITIONAL INFORMATION

• Based in Cardiff, with possibility of UK travel for Sales meetings.

COMPETENCIES

Creativity – Produces creative and original ideas and solutions.  Likes to find and explore new ways of doing things.  Comes up with alternative possibilities and options.

Problem solving – Generates and promotes solutions.  Sees clearly which is the best way forward.  Able to make decisions and commitments within appropriate time frame.

Resilience – Can work under pressure, remains calm, thinks clearly and manages emotion under pressure. Addresses issues without being aggressive or controlling and can easily bounce back from setbacks. Is open to feedback and doesn’t dwell on past events.

Team Working – Enjoys participating in group activities and likes to work in close proximity with other people.  Is ready to collaborate with and support others and is willing to co-operate and compromise for the overall good.

Supporting Others – Enjoys supporting other people and is prone to getting involved and trying to help them when they have problems. Is comfortable to contribute to joint endeavours and enjoys team work.  Is willing to let other people depend on them.

Following Directions – Is motivated to accept and comply with standards and instructions and has a strong conscience about delivering what is promised or expected.  Doesn’t like letting people down and works productively in cooperation with, and support of others.

Analytical – Enjoys analysing qualitative data but also considers quantitative and seeks to identify and explore they key elements in information before making commitments.  Tends to like to use facts and figures when planning and reporting and is concerned about accuracy and detail.

Information Gathering – Enjoys dealing with and refers to factual data.  Likes to be well informed and drills down into details.  Prefers to access wide range of information and opinion before making decisions and when solving problems.

Quality Orientation – Is precise, pays attention to details, checks things and ties up ‘loose ends’.  Has a strong conscience about getting things right and seeks to ensure that decisions and solutions do not involve undue risk, adheres to policy and standards.

Oral Communication – Talks readily and confidently to people, expressing themselves with obvious ease.  Speak out and makes themselves heard, often playing a leading and influential role in debate and discussion.