The Customer Support Representative 1 is responsible for providing a professional, friendly, and efficient service to Cook Medical customers and Divisional Sales teams throughout EMEA. Key tasks include handling customer orders accurately and within agreed service levels, while also providing timely and informative responses to customer queries. To be successful in this role, you should be an excellent communicator who gains and builds trust during all interactions who will add to our reputation as a company who offers excellent customer service.
Reporting to: Team Lead 1, Customer Support
Find out more about Cook Medical here
Responsibilities
Process all orders and other customer transactions accurately through relevant company systems within department guidelines and Quality requirements.
Process all queries within department guidelines through relevant company systems.
Process product complaints through relevant company systems and within the required timelines.
Liaise with relevant courier companies and / or relevant internal teams as needed to ensure prompt delivery to all customers.
Manage urgent and / or emergency orders / requests as they arise and communicate to the relevant teams, manufacturing plants, etc., seeking advice of more experienced colleagues as required.
Log all internal and external customer feedback correctly and on time, promote the Customer Portal when possible.
Maintain and update customer data as required.
Liaise with Cook Medical field-based sales teams, Field based Inventory team and Supply Chain Operations teams to ensure fastest possible turnaround on all inventory, inventory returns and resolution of any inventory issues that may occur.
Complete all training assigned in a timely manner to ensure required level of competence for this role and to maintain audit compliance.
Take on additional tasks and involvement in the execution of new departmental projects / initiatives as trained / required.
Consistently display a positive attitude towards customers and colleagues, treating everyone in a professional manner and with respect.
Always ensure a high level of customer support to all customers, taking ownership for first point of contact resolution wherever possible.
Maintain a supportive and communicative relationship within direct and wider teams at all times.
Carry out all tasks in compliance with the Company’s Quality Management Systems.
Ensure that the Cook brand and image is communicated in a positive and consistent manner to all customers, both external and internal.
Qualifications
1 to 2 years’ experience in a multi-national customer support / contact centre environment advantageous.
Fluency in Italian and English.
Good written and spoken English language skills for those Representatives for whom English is not their mother language.
Excellent telephone manner and interpersonal skills.
Good working knowledge of Microsoft® Office.
Attention to detail, accuracy and ability to multitask.
Ability to work under pressure and on own initiative with a positive attitude to problem-solving
