Customer Excellence Coordinator

2 weeks ago

Dublin, Dublin City, Ireland TN Ireland Full time

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Customer Excellence Coordinator - Dublin 12., DublinClient:

ICDS Recruitment

Location:

Dublin, Ireland

Job Category:

Other

EU work permit required:

Yes

Job Reference:

e45648135cbc

Job Views:

48

Posted:

21.01.2025

Expiry Date:

07.03.2025

Job Description:

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:
  • 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.

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