Job DescriptionCustomer Excellence Coordinator - Dublin 12.Ref No: DT18373County Dublin, Republic of IrelandCompetitive salary 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.