JOB PURPOSE

To manage the day to day Customer Service activities including process of orders.

KEY RESPONSIBILITIES

• Call handling
• Query and complaint management
• Liaison with warehouse / monitor delivery performance
• Backorder management
• Sales support
• Liaison with Accounts Receivable
• Price management and control
• Customer master data maintenance
• Recall support

CUSTOMER SERVICE COORDINATOR TASKS

• Ensure customer orders are processed on time and accurately.
• Ensure customer calls are handled in a timely and professional manner.
• Manage customer and sales team queries. Ensure all queries are responded to in an accurate, timely and
professional manner.
• Provide product availability, stock information and delivery information to customers and sales in an accurate and
timely manner.
• Ensure all returns, credits and debits are processed on time and in line with existing procedures.
• Support pricing queries and the invoicing process as needed.
 

ESSENTIAL SKILLS

• Fluency in German, French or Swedish and English
• 2-3 years Customer Service experience
• Relevant 3rd level qualification
• High level of accuracy
• Strong attention to detail
• Good computer skills; knowledge of Microsoft Office tools and SAP an advantage
• Excellent communication skills
• Professional telephone manner
• Strong service orientation
• Ability to build strong relationships with customers and internal colleagues
• Self Starter / ‘Can Do’ approach
• Time management & organisational skills
• Goal orientated

KEY RELATIONSHIPS

• Demand Planning team
• Warehouse
• Sales and marketing organization
• Customers both internal and external
• EMEA HQ Support functions (HR, IT, Legal, Customer Service)
• QA/RA dept.
• Account department
• External service providers

BEHAVIOURS / VALUES

• Approachable and enthusiastic
• Flexible and adaptable
• Engaging and relating
• Able to work on own initiative and as a team player
• Good organizational skills with cultural awareness and sensitivity
• Good judgment and problem solving ability & is capable of understanding the impact of decision making on
both Teleflex and their customers.