Customer Excellence Coordinator - Dublin 12.

Customer Excellence Coordinator - Dublin 12. 

In this role, your core responsibilities will focus on providing exceptional customer service and supporting the efficient management of customer queries, orders, and administrative tasks. You will play a key role in ensuring timely deliveries, managing service fulfilment, and fostering strong relationships with both internal teams and customers.

Key Responsibilities:

Daily Customer Activities:

• Professionally manage and resolve customer inquiries.
• Oversee the service fulfilment process, ensuring timely deliveries.
• Proactively follow up on orders, delays, and backorders, providing regular updates to customers.
• Efficiently process returns, debits, and credits, providing timely resolutions.
• Handle customer orders, ensuring accuracy and timely processing.
• Manage consignment stock within the Hospital Channel.
• Actively monitor and process quotation requests from both Salesforce and customer emails, ensuring SAP quotations are handled efficiently.

Customer Support:

• Take a customer-first approach to address and resolve queries, providing accurate and timely responses.
• Identify and assess customer needs, ensuring their satisfaction.
• Maintain a positive and calm demeanor when handling customer requests, even in challenging situations.
• Continuously improve product and business knowledge to provide top-tier customer support.
• Act as a representative of the company’s values, fostering strong relationships between various departments and customers.

Additional Responsibilities:

• Provide administrative and sales support as needed.
• Offer support to colleagues during periods of absence (annual leave or sick leave).

Core Activities:

• Daily Customer Responsibilities:
• Process and manage both automated and manual orders.
• Respond to customer queries, providing updates on order statuses.
• Communicate any product or delivery delays promptly to customers, aiming to minimize frustration.
• Process returns, debits, and credits efficiently, keeping customer satisfaction at the forefront.
• Complete consignment processes for relevant products and services.
• Handle SAP quotation requests by monitoring Salesforce and customer emails, ensuring that pricing is accurate and aligned with tender or contract agreements.

Customer Support Functions:

• Respond to customer inquiries promptly, ensuring clear and comprehensive communication.
• Utilize resources such as knowledge bases to answer product-related questions.
• Address customer complaints according to company policies while maintaining a customer-focused approach.
• Handle queries from phone calls, emails, and future online chats, ensuring all are managed efficiently.
• Build and maintain strong customer relationships by taking ownership of requests and finding solutions.
• Attend all product and business training sessions to enhance product knowledge and improve customer service.
• Participate in meetings related to new product launches or training, ensuring you are well-informed to answer queries.

Key Requirements:

• SAP Experience: Essential for this role.
• Time Management: Ability to prioritize tasks and manage time efficiently.
• Interpersonal Skills: Strong active listening and communication skills.
• Calm Under Pressure: Ability to remain composed and professional in high-pressure situations.
• Customer-Centric: A commitment to listening to customers, being patient, and providing thoughtful solutions.
• Organizational Skills: High level of attention to detail and organizational capability.
• Teamwork: Ability to collaborate effectively with other team members.
• CRM Experience: Familiarity with CRM systems such as Salesforce.
• Willingness to Travel: Occasional travel within Ireland may be required.

This role demands a commitment to delivering superior customer service, with a focus on quality, care, and attention to detail in all interactions with internal and external stakeholders.