Customer Service Specialist

Position Summary

We are looking for a Customer Service Specialist to join our team based in Pomezia (Rome). This role will provide support to the Customer Service Team Leader to deliver excellence in customer experience for our customers.

Please note: this is a maternity leave replacement contract.

Duties

• Order Processing and Order Management

To support the Customer Operations Representatives to ensure all customer and engineer orders are processed & delivered to customer requirements and timelines, including but not exclusive to Consumable orders, Parts, Capital and EPP Orders, meeting departmental deadlines.

• General Pricing Enquiries and Quotations

Provide pricing information to internal and external customers using the systems available. Utilising the sales connection tool and other tools as required to prepare basic quotations.

• Customer Call Processing / Triage

To ensure that all telephone calls and emails are answered in a timely manner, providing support for Healthcare internal and external customers regarding orders, product and pricing enquiries and call triaging to the appropriate people.

• Customer Returns

To allow RMA process for any customer returns on the systems following the correct procedures.

• Sales Support

Provide primary product information in response to customer requests. This will include the provision of marketing materials and verbal product information across our range of products and services. Passing on any leads to the relevant sales person.

• Service Support

Provide support to other team members, dealing with Service and TS Support Teams

• Complaints Handling

Initiate the complaints received process from both internal and external customers, dealing with escalated calls from passed on from Customer Operations Representative. Ensure adequate information regarding complaints is communicated to relevant stakeholders.

• Administration Support

Distributing amongst the team monthly reports for shared services and any other required reports.

• Internal Policy and Procedures

To be aware of the organisation’s Quality Assurance systems, internal Policy and procedures and take responsibility for all their obligations,and ensuring that the Customer Operations Team are adhering within their responsibilities.

• Inventory Management

Maintain contact with local warehouse and manage related problems. Monitor the situation of equipment in stock.

Education Degree

Required Experience

• Experience in a customer service/service support environment is required.
• The applicant should be effective in written and verbal communication
• Easy learner in the use of Corporate Service applications, like Oracle/Siebel and others.    
• Highly computer literate across Microsoft Office applications. 
• Self-motivated team worker, flexible attitude, able to organise tasks and work to deadlines. 
• Fluent in English language, both written and spoken –
• Ability to identify improvement (product or process) in the interest of the company (internal and external Customer)
• Knowledge of the local Healthcare and knowledge of ERP

Additional Information

We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status,  sex, sexual orientation, gender identity, genetic information, and any other category protected by state or local law.