Customer Service Advisor

Why Join Us?

• Blended Working
• Bonus
• 25 days holiday plus bank holidays (rising to 28)
• Option to buy holiday days
• Wellbeing Programme
• Health Cash Plan
• Pension
• Life Assurance
• Enhanced Maternity/Paternity
• Cycle to Work Scheme
• Referral Scheme
• Long Service Awards
• Free Parking

About the Role

The Customer Service Advisor role is responsible for delivering an exceptional customer experience by consistently meeting and exceeding customer expectations in a safe, efficient, and timely manner. Reporting to the Customer Service Manager, the role ensures the accurate processing, coordination, and tracking of customer orders through to successful delivery, while maintaining compliance with all relevant company procedures and regulatory requirements.

The role also provides essential administrative and communication support to the sales team, helping to achieve wider business objectives and strengthen customer relationships across both International and Domestic markets.

Acting as a key point of contact for customers, the Customer Service Advisor manages queries, resolves issues proactively and professionally, and uses sound judgement and initiative to deliver positive outcomes. The role plays an important part in maintaining high levels of customer satisfaction, customer retention, and operational excellence, while contributing to the continued success and growth of Eakin Healthcare Respiratory.

Key Responsibilities Sales Order Processing

• Process sales orders accurately through Navision, including order acknowledgements, confirmation of delivery schedules following receipt and despatch, and the preparation of invoices and credit notes.
• Build and maintain strong working relationships with hospitals, distributors, and other key stakeholders, acting as a primary point of contact for order related queries including urgent requests, discrepancies, delayed deliveries, and non receipt of goods.
• Work collaboratively as part of the wider commercial team to support growth strategies, maintaining regular communication with Account Managers and training teams to ensure alignment and effective customer support.
• Analyse sales activity and customer ordering trends to identify opportunities for upselling, cross selling, and maximising customer potential, while supporting customer retention and repeat business.
• Process product samples and quotations and maintain accurate special pricing records as requested by Business Development Executives.
• Accurately input and maintain customer data, including the creation of new customer accounts, ensuring compliance with company procedures and data accuracy standards.

Customer Contact

• Respond promptly and professionally to customer enquiries, ensuring all orders are processed accurately and efficiently.
• Maintain a high level of product knowledge in order to confidently respond to customer enquiries and provide accurate information and support.
• Investigate and resolve customer queries relating to deliveries, ensuring timely communication and effective resolution of issues.
• Build strong customer relationships through regular contact, ensuring satisfaction with product performance while identifying opportunities to promote special offers and additional product ranges relevant to customer needs.
• Coordinate and schedule appointments on behalf of Account Managers and training teams, ensuring all activity is accurately recorded within the CRM system.
• Take a proactive approach to lead management and opportunity conversion, working closely with Account Managers to support the successful progression and closure of potential business opportunities.

Customer Loyalty

• Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly, making proactive contact to secure future orders.
• Maximise the number of new customers who use our service repeatedly, making proactive contact to secure future orders.

Customer Complaints and Compliments

• Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively ensuring total customer satisfaction.
• Respond appropriately and sincerely to all customer complaints and compliments.
• Report all issues that hinder the delivery of excellent Customer Service to the Customer Service Manager.
• Record all customer complaints and compliments.
• Attend relevant training courses, keeping own knowledge of the business, products and processes up to date.
• Always maintain a professional image of the company, demonstrating a can do approach to both customers and colleagues.

Other

• Adhere to the company's Equal Opportunities policy and Dignity at work policy in all activities and actively promote equality of opportunity wherever possible.
• Be responsible for own health and safety and that of colleagues, in accordance with the company's Health and Safety policy.
• Adhere to the company's Quality policy and Environmental policy.
• Undertake other duties as may be reasonably required.

What We're Looking For Essential

• Minimum Education to GCSE Level, or equivalent (Grades A C)
• Previous experience in a customer advisor role
• A customer satisfaction oriented professional with strong data entry and analysis accuracy skills
• High level of process compliance / best practices
• Excellent communication and analytical skills
• Operationally efficient on Microsoft and CRM Systems

Desirable

• Previous experience in a customer advisor role within manufacturing
• Previous experience in the healthcare sector
• Experience of promoting products and services to existing and potential customers

Key Working Relationships Internal

• Warehouse/Operations
• Finance Team
• Commercial Team
• Supply/Planning team

External

• Couriers
• Customers/Distributors
• Buyers

Competencies Customer Focus

Building strong customer relationships and delivering customer centric solutions.

Balances Stakeholders

Anticipating and balancing the needs of multiple stakeholders.

Ensures Accountability

Holding self and others accountable to meet commitments.

Collaborates

Building partnerships and working collaboratively with others to meet shared objectives.

Interpersonal Savvy

Relating openly and comfortably with diverse groups of people.

Communicates Effectively

Developing and delivering multi mode communications that convey a clear understanding of the unique needs of different audiences.

Instils Trust

Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Being Resilient

Rebounding from setbacks and adversity when facing difficult situations.