Customer Excellence

Co-Ordinator

We require a motivated, innovative, and enthusiastic individual to join our Customer Excellence Team.

B. Braun is one of the world's leading health care suppliers and is in the Top 20 ranking of Medical Devices Companies. The company employs over 64,000 people in 64 countries. B. Braun is active in 18 therapy fields and applications with a focus on hospitals, medical practices, pharmacies, nursing, emergency services and at-home care. B. Braun is celebrating over 40 years in Ireland. We are delighted to be recognised as a Great Place to Work in Ireland and one with a mission to become the most progressive workplace in the life sciences industry.

Job Title: Customer Excellence Co-Ordinator
Reporting to: Marketing and Sales Services Manager
Location: Dublin
Duration: Full Time


In this role your core responsibilities will include:


Key Expectations:


Customer Daily Activities

• Professionally manage customer queries received.
• Manage the service fulfilment process to ensure deliveries are made on time.
• Proactively follow up and provide customers with feedback and updates on orders, delays, and backorders.
• Ensuring all returns, debits and credits are processed efficiently and providing the customer with a resolution.
• Efficiently process customer orders received.
• Process consignment stock for the Hospital Channel.
• Actively monitor and process quotation requests received from Salesforce and emails from the customers and then process the SAP Quotations.

Customer Support

• Adopt a customer centric approach to resolve customers' queries and answer customers' questions using the business and product knowledge provided.
• Respond quickly and accurately to customer queries, quotations, and all other requirements that a customer requests.
• Identifying and assessing a customer's needs to ensure they are satisfied.
• Maintain a positive attitude and calmly respond to customers' requests.
• Continuously learn and actively seek product and business knowledge that will enable you to provide the best customer support.
• Be the voice of a brand and foster strong relationship between the business departments and our customers.

Additional

• Fulfilment of additional administration and sales support as required.
• Back up other team members during annual or sick leave as required

Tasks and activities:


Customer Daily Activities

• Order processing/management - Automated and Manual
• Service fulfilment - responding to customer queries including updates on orders.
• After communication of any product or delivery delays provide customers with comprehensive updates to limit any customer frustration.
• Processing returns, debits and credits in a timely manner and in line with the relevant SOPs while keeping the customer needs as a centre focus.
• Complete the consignment process for Aesculap and Hospital Care
• SAP Quotations:

• Monitor Salesforce and emails for quotation requests
• If price not provided by the sales team, please use the Tender Scape for reference of tender or contract pricing

Customer Support

• Respond to customer queries in an efficient and comprehensive manner.
• Use resources such as the BKC to help answer product queries.
• Deal with customer complaints in line with the policies and procedures while also remaining customer focussed.
• Monitor and respond to customer queries from phone calls, email mailboxes and future online chats.
• Build customer relationships when dealing with queries, take ownership of the request and try to find a solution or information to help the customer.
• Attend all product and business training and workshops to attain further knowledge of the products and services we provide.
• Join meetings on new product training or launches to gain an awareness of what is being promoted and being discussed to enable you to answer queries or know where to go to find out the answers.

Requirements:

• SAP experience is essential to the role.
• The ability to prioritise and multitask, with excellent time management skills.
• Strong interpersonal skills including active listening.
• The capacity to remain calm and polite under pressure, especially when dealing with customer queries.
• Listening to the customer and being patient and attentive.
• Excellent organisational skills.
• Good team working skills.
• Familiarity with CRM (Salesorce.com) systems and practices.
• Willing to travel for Business in Ireland where required.
• Consistently exhibits behaviour and communication skills that demonstrate B. Braun's commitment to superior customer service,

including quality, care and concern with each and every internal and external customer.


We here at B. Braun cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results.


We believe in improving people's health through everything we do.
We are passionate about our people. Passionate about our business. Passionate about B. Braun!
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