CUSTOMER SERVICE REPRESENTATIVE

The Role

This role is an integral part of the success of the organisation and is responsible for the provision of sales and service support. In this role you will be supporting the sales teams with order processing for a variety of customers and products in addition to providing support for the Field Service Team in all aspects of the daily operation of the service department.

Customer Service and Sales Support Responsibilities

  • Responsible for processing sales orders, ensuring they are tracked to delivery and delivered on schedule
  • Log, manage and track incoming sales enquiries and issues (calls and emails) to completion
  • Handle customer complaints escalating to Reps/Product Manager/Customer Service Manager as appropriate
  • Prepare stock valuation and sales/service analysis reports for the sales and service teams as required
  • Run loan stock delivery dockets for equipment demo’s etc and monthly standing orders for consumable items and rental charges
  • Maintain and update price lists as required
  • Monitor stock levels and complete purchase order requisition as required
  • Contribute to the development and maintenance of the Standard Operating Procedures for the department and constantly review for potential improvements
  • Continuous seek ways to improve service to the customer and increase efficiency
  • Maintain and file records in an orderly manner
  • Maintain a close working relationship with all key parties including customers, suppliers and internal colleagues
  • Other adhoc duties, projects and assignments as needed or directed

Service Support Responsibilities:

  • Provide full support for Field Service Manager and team of engineers
  • Log, allocate, dispatch and process service calls.
  • Return Equipment & parts to suppliers for repair and exchange purposes
  • Order & track parts delivery with suppliers ensuring timely delivery. Updating engineers/customers on lead times
  • Manage invoicing of all retails calls and any invoicing queries
  • Manage customer queries via phone and email regarding products and services
  • Prepare and send quotations and proforma invoices for service calls / service parts
  • Track field Service Engineers timesheets and reports on same
  • Manage invoices & credits, liaising with finance on monthly statement updates
  • Maintain engineer test equipment and manage paperwork
  • Other adhoc duties as required

Key Capabilities Required

  • Previous sales/service support or administrative experience, ideally in a healthcare or similar environment
  • Technically competent with an ability to understand customer needs in relation to Brennan & Co products
  • Excellent numeric and data entry skills with attention to detail and accuracy
  • Excellent customer relationship skills with ability to work under pressure and to tight deadlines
  • Team worker with strong interpersonal skills and ability to communicate effectively at all levels internally and externally and the ability to establish and maintain effective working relationships.
  • Ability to multi-task, skill in establishing priorities and managing workloads
  • Ability to be flexible and to adapt and work effectively with a variety of situations or individuals
  • Professional who is experienced and dependable with discretion, enthusiasm and a positive attitude
  • Experience with a CRM (Customer Relationship Management) system
  • Excellent computer skills including proficiency in use of Microsoft Office

Package

  • Competitive salary dependent on experience
  • Pension contribution

Applications by email to: emooney@brennanco.ie