Customer Service Representative

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Job Purpose

Functional responsibility:
The purpose of the Customer Service Representative role is to provide outstanding customer service to all internal and external customers, undertake administration duties where required, represent the company in an ethical and professional manner and adhere to company policies and procedures at all times.

Major Accountabilities
- Answering phone in timely manner (within 3 rings as per company policy)
- Responding to all Replenishments of stock orders in a timely manner.
- Ensure both Purchase and Sales Orders are process in a timely manner.
- Coordinate with Plant on delivery of orders.
- Responding to all customer enquiries (internal and external) in a timely manner
- Ensure all invoices are processed within 24-hour period where purchase order is provided
- Credits notes to be completed in a timely manner.
- Remote monitoring set up and assistance when required.
- Tracking of orders and providing POD when required.
- Provide quotation numbers to respective Territory Managers ae requested.
- Coordinate with 3PL/4PL on the Order Processing and Invoicing to Livanova Entities / Distributors.
- Track Analyze and Assess Regional Purchase Order and Sales data (sales in and sales out data collection)
- Coordinate with 3PL/4PL on the booking of freight daily as required.
- Responsible for inventory accuracy and control.
- Coordinate with other Cross Function Team e.g Finance, RA/QA etc.
- Organising/collating/processing reports for sales teams as required
- Filing - paperwork trail monthly
- Stocktake as required - cycle counts and consignment/boot stock.

Experience/Professional requirement
- 2-5 years’ experience as a customer service representative preferably in a commercial/sales or manufacturing/production setting of medical devices
- Experience of team play for supporting Sales Best Practices and Sales Metrics; translating that data into a progressive, tactical and strategic plan of action, which targets improved account performance.
- Experience in multinational companies across the logistics, tenders, customer support function
- Experience within the pharma or medical device industry is a plus
- Proven accuracy with numbers (prices, serial numbers,)

Customer oriented attitude:

- Engaged: high work commitment and motivation. Showing perseverance and attention to detail.
- Solution oriented: natural ability to respond to and control unexpected situations and take initiatives to implement the best solution.
- Processing information: ability to gather, decode and process information efficiently and within the given timeframe to recognize possible gaps in the information.
- Customer oriented attitude: natural tendency to put client first and to maintain constructive contacts.
- Structuring work: ability to add structure to a multitude of different tasks by making priority list and working systematically.
- Interacting: eagerness to fully understand the underlying messages by asking specific questions and putting oneself in other people’s shoes
- Reliability: natural tendency to act consistently, honestly and with integrity, respecting confidentiality, honouring commitments and avoiding partiality.
- Flexibility: ability to handle changes and diversity.

Our commitment to Diversity & Inclusion:

- LivaNova values equality and celebrates diversity. We are committed to ensuring that our recruitment process is fair, transparent and free from unlawful discrimination._

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