Customer Service & Despatch Associate (Fixed Term) in Stoke-on-Trent

Biocomposites is an international medical devices company that engineers, manufactures, and markets world leading products for use in infection management in bone and soft tissue. Based in Keele, UK, it has global operations across Europe, USA, Argentina, Canada, China, and India. Biocomposites is a world leader in the development of innovative calcium compounds and bone cements for surgical use. Its products regenerate bone and target infection risks across a variety of specialties, including musculoskeletal infection, orthopaedics, trauma, spine, foot and ankle, podiatry, and sports injuries. Biocomposites products are now used in over one million procedures per annum and sold in more than 100 countries around the world.

Job Summary

Processing customer orders, ensuring all aspects to facilitate shipment and accurate system data are maintained. Placing purchase orders as required and providing support for coordination of sterilisation processing.

Location & Working pattern

Location: Trentham Facility. Standard working hours: Mon-Fri (hours between 8:00-17:00).

Duties & Responsibilities

• Primary point of contact for all domestic sales order enquiries/requests and associated activities.
• Raise purchase orders on ERP system, maintaining good data integrity throughout the PO placement process (promise dates, order acknowledgement review etc.).
• Responsible for coordinating the sterilisation of product including appropriate transport plans to facilitate, in accordance with production scheduling or as instructed by management.
• Liaise with domestic customers in relation to pricing queries, purchase orders, general product enquiries and complaints.
• Process domestic sales orders onto the ERP system maintaining good data integrity throughout and provide necessary stock allocation to initiate picking process.
• Provide ongoing support towards the control around consignment product and accurate data relating to Customer Relations Management (CRM).
• Liaise with internal stakeholders (Production, Finance, Marketing, Quality) to ensure specific Customer Service requests are supported where necessary.
• Report complaints to Quality and provide appropriate levels of Customer Service throughout the complaint process.
• Provide ongoing support to the UK Sales Team when required, liaising with them on up-to-date forecast data.
• Ensure domestic sales orders are despatched in accordance with OTIF, ensuring escalation to management where required.
• Ensure purchase orders are receipted in a timely manner to enable prompt payment to suppliers.
• Liaise with Senior Customer Service and Despatch Associate on collating data for department metrics.
• Raise Return Material Authorisations (RMA) to facilitate product being returned and complete follow-up actions as required.
• Monitor planned delivery dates of purchase orders and communicate/provide visibility to the warehouse team of upcoming deliveries.
• Conduct daily reviews of on-hold invoices related to purchase orders and liaise with the accounts team to achieve a prompt resolution.
• Comply with all policies, guidelines and regulatory requirements of the company.

Essential requirements

• Level 2 certificate or higher.
• Worked with CRM & ERP systems.
• Customer complaints handling.
• Supported field based sales teams.
• 2+ years’ experience in a customer service role.
• Working knowledge of pricing agreements, sales order entry, maintaining customer records.
• Use excel and word.
• Excellent verbal, non-verbal and written communication skills.
• Accepts responsibility and able to prioritise tasks.
• Able to work to daily deadlines.

Desirable requirements

• Customer service apprenticeship.
• Worked within healthcare (medical devices or pharmaceutical) manufacturing.
• Knowledge of incoterms and export documentation.
• Able to act on initiative.
• Car driver.

What do we offer?

Competitive salary and benefits! With us, you will receive a competitive salary package and benefits. We grow talent. At Biocomposites we create opportunities to thrive and grow. One Biocomposites – team spirit & engagement. Our culture is important and we strive to create engaged and inclusive global teams that encourage colleagues to share their diverse perspectives and opinions.

Who do we look for?

People who are passionate about what we do. People who are open minded to evolving the way we work. People who can work together to transform outcomes and change lives.

Benefits:

• Company events
• Company pension
• Employee discount
• Free or subsidised travel
• Free parking
• On-site