Servicing Agent - Customer Services in Belfast

Reports to: Business Support Manager

Company: Brennan & Co NI

Location: Unit 6 & 7, Carrowreagh Business Park, Dundonald, Belfast, Northern Ireland BT16 1QQ

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.

The Customer Service Representative role is key to the operations of the business. It has a specific focus on our surgical portfolio and will be responsible for building and maintaining relationships with new and existing clients, including public and private hospitals. This role would be ideal for a strong sales administrator with a background or interest in the medical field with a specific focus on surgical products. This role is based on-site in our Dundonald Office, 5 days a week, 9am-5pm.

What you will be doing day to day:

• Responsible for processing large volumes of sales orders, ensuring they are tracked through to delivery, delivered on schedule and that product specialists/customers where appropriate are kept informed throughout the process.
• Maintain a close working relationship with all key parties including customers, suppliers and other departments.
• Adhere and 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.
• Developing product knowledge and showing a keen interest in the surgical portfolio of products.
• Become a subject matter expert in salesforce CRM.
• Support product specialists with creating opportunities and quotes in the CRM.
• Responsibility for pre- and post-sales support for clients.
• Assist product specialist in maintaining accurate opportunity and quote reporting.
• Comply with all internal and external regulatory, legal requirements and processes.
• Manage sales back-order report so that reporting is correct and up to date.
• When buying stock ensure it is within either the set minimum qtys or for a validated new sales order.
• Deal with incoming sales and service enquiries and day to day customer and supplier calls/emails and work with team to provide consistent phone support and cover.
• Provide CRM/ERP data cleansing support.
• Answering all phone calls and directing all queries.
• Supporting the Warehouse role always ensuring stock accuracy.
• Warehouse cover when required during busy periods and holiday periods including preparing outgoing orders.

About you:

• Great communication skills, a team player and an enthusiastic approach.
• A strong interest in customer service and order processing.
• Strong IT skills across the MS Office suite.
• Technically minded with a desire to understand customer needs in relation to products.
• Excellent numeric and data entry skills with attention to detail and accuracy.
• 2-3 years' experience in a customer service role with process ordering experience essential.
• If you have used Salesforce before that's great, but if not, we will provide full training.
• Ideally you will have some experience in medical devices or with a company that has a large product portfolio, but we are open to hearing from anyone who feels they might be a good fit, regardless of background.

What we can offer you:

• Up to 10% bonus, paid annually.
• Pension Contributions.
• Income Protection.
• Death in Service Benefit.
• Sports and Social Club.
• Investment in your professional and personal growth.

Skills: Customer Service, Sales Support, Telephone Skills, Call Center, Customer Care, Customer Support, Administrator.

Benefits: Performance Bonus, Pension Fund, Parking, Death in Service, Income Protection, Progression Opportunities, Sports and Social.