CUSTOMER SERVICE REPRESENTATIVE
Reports to: Operations Manager NI
Company: Brennan Co NI
The Brennan Co Group , founded in Dublin in 1967, incorporates four companies Brennan Co , Brennan Co NI, Brennan Co SVS and Irish Power and Process Ltd. The Group is a market leader in the supply and servicing of equipment, reagents and consumables along with supply chain management to the Life Sciences, Healthcare, Industrial and Pharmacy sectors in Ireland, Europe and Asia.
At our heart we have always had a focus on our people. Our suppliers, our customers and our employees. We value innovation, exceptional customer service and quality in all we do.
We are a dedicated team of professionals who love what we do and the people we work with. Join us on our journey to grow our business while maintaining our core values of accountability, honesty, respect and communications.
The Customer Service Representative role provides a high level of customer service support to Brennan Co NI customers across all our business divisions.
Tasks and Responsibilities
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Responsible for processing sales orders, ensuring they are tracked through to delivery, delivered on schedule and that sales managers/customers where appropriate are kept informed throughout the process
Deal with incoming sales and service enquiries and day to day customer and supplier calls/emails
Log CSR calls in accordance with procedures and track call to completion (when platform is in place)
Generate customer quotes through our CRM system
Maintain and update SLA price lists and assist in any price increase notifications
Assist in maintaining supplier price list folder escalating internally any new changes in pricing
Seek to improve the service to the customer and increase efficiency and team effectiveness
Maintain back up records for easily retrieval and according to set processes
Maintain a close working relationship with all key parties including customers, suppliers and other departments
Where applicable, assist CSR team in upselling ancillary products to end users
Run loan stock delivery dockets for equipment demos etc and monthly standing orders for consumable items and rental charges
Manage and seek to eliminate stock write offs through effective stock management and early proactive interaction with the sales team re expiring stock
Assist in resolving any stock discrepancies
Place stock orders where appropriate to do so bearing in mind cash flow and risk
Handle customer complaints efficiently and effectively escalating internally as appropriate
Contribute to the development and maintenance of the Standard Operating Procedures for the CSR team and regularly conduct reviews in line with continuous improvement initiatives or business changes
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Comply with all internal and external regulatory and legal requirements and processes
Provide warehouse support during busy periods and to cover annual leave
Maintain an openness to complete other ad-hoc duties, projects and assignments as the business may need it
Skills/Experience
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Customer service experience in the medical devices or a related industry. This is so that you will understand our large product portfolio
Great communication skills, a team player and an enthusiastic approach are key as is a real desire to provide excellent customer service.
Technically minded with an ability to understand customer needs in relation to products
Excellent numeric and data entry skills with attention to detail and accuracy
Excellent customer relationship skills with ability to work under pressure and to tight deadlines
Ability to multi-task, skill in establishing priorities and managing workloads
Ability to be flexible and to adapt and work effectively with a variety of situations or individuals
Excellent computer skills including proficiency in use of Microsoft Office
Experience with salesforce an advantage but not essential
What we can offer you
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Competitive Salary
Annual Bonus
Increased Pension Contributions
Income Protection Policy
Death in Service Benefit
Work Life Balance
Paid Maternity Paternity Pay
Career Development Opportunities
