Graduate Customer Support Coordinator - Stem Subject - Healthcare

Customer Support Coordinator - Healthcare Business Unit
Based in Surbiton
Salary: £23,000 - £25,000 per annum plus £840 green allowance plus £500 furniture allowance

Full time permanent hybrid role

Our client is looking for a Customer Support Coordinator to join their team to deliver a full administrative support service to the field teams and customers. This is an ideal position for graduates who are customer focused with excellent communication skills and ideally have gained some office skills and experience.

Person Specification

• STEM-related degree, minimum 2i classification
• Relevant experience in customer service and office environment
• Working knowledge of business process tools and Microsoft Office
• Experience of project planning (leading and contributing)
• Able to establish areas of callers' needs & determine course for resolution
• Appreciates need for professional, corporate approach
• Adaptable and able to deal with wide variety of tasks
• Highly organised and structured with good attention to detail
• Proactive: driven to plan and prioritise workload
• Good communication skills - able to build relationships with a range of customers and colleagues at every level

Key Responsibilities

• Provide customers with first line communications, and support for all enquiries.
• Own the process and associated data records for all customer purchase orders from placement to invoicing including; advising all stakeholders of lead times, order status and potential delays.
• Process all purchase orders in accordance with T&C’s with third parties and NIE for sales, service and demonstration stock.
• Maintain customer service agreements including but not limited to; quotations, processing orders, contract signing and following up with customers
• Process credits for pricing errors and returns in line with authorisation levels.
• Escalate any issues or complaints to Customer Support Leader.
• Provide field staff with first line communications, status, support, and escalation for all enquiries.
• End to end management of advanced imaging orders using the System Logging Projects, including but not limited to holding calls with the project team to set key dates, liaising with NIE to meet deadlines, and ensuring the field team are proactively updated on the lead time for the system.
• 3rd Party Supply Management, including, but not limited to: create and maintain 3rd party products within SAP and Experlogix when required. Sharing information required to successfully sell existing products, negotiate commercial agreements with 3rd party partners, reporting to Service and Support Manager with any escalations
• Process purchase orders as required in accordance with T&C’s with third parties and NIE for sales, service and demonstration stock
• Raise cases where field visits or workshop assessment as necessary.
• Provide customer quotations for sales and service enquiries when required.
• Ensure the process for external loan of kits to customers is followed and overdue loans are reviewed and actions to rectify are assigned.
• Provide support for territory ad-hoc tasks & projects as required.
• Review, propose and participate in maintenance and changes to improve business process and efficiencies including but not limited to; in-house workflows and documented process documents.
• Use and maintenance of SAP including, but not limited to; data accuracy for customers and vendors, testing, reporting.
• Use of CRM including, but not limited to; data accuracy and upload in sales and service entities, and training new users, and sharing suggestions of new CRM system functionalities.
• Maintain the library resource of related SOPs, processes, templates and checklists.
• Maintain inventory for sale, repair and demonstration including, but not limited to; UK transportation, inventory counting, integrity, purchases, location management, booking database, storing, maintenance schedules, repair and replacement.
• Investigate issues and impacts of aged debts associated with payment delays, large value orders and invoice queries.
• Lead the coordination of specific tenders including, but not limited to; monitoring appropriate public announcement websites, response assessment meetings, documentation requests from issuer, setting and sharing clear deadlines for team members to produce required documentation, checking and submitting tender responses, maintaining data accuracy on tender database, review of results for future revisions and learning.
• Maintenance of the latest company information and associated generic documents as part of tender submission.
• Manage local marketing events and team meetings as well as manage marketing merchandise
• Manage marketing costs for local seminar/workshop investments, sponsorship and report back to Key Account Managers on remaining budget.
• Provide support for ad-hoc tasks & projects as required.