At a Glance
- Tasks: Be the go-to person for customer queries and ensure smooth order fulfilment.
- Company: Join a dynamic team focused on customer success in the healthcare sector.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for growth.
- Other info: Fast-paced environment with plenty of chances to learn and advance your career.
- Why this job: Make a real difference by helping customers and solving their problems daily.
- Qualifications: Experience with data systems and strong communication skills are a must.
The predicted salary is between 30000 - 40000 £ per year.
The Customer Success Coordinator is the first point of contact for both internal and external customers and is responsible for providing a prompt and consistently excellent service level for all UK and Ireland Customer Success customers. This role is responsible for the data management for fulfilment of orders, pricing validation of services, manual billing, disputed invoice resolution, customer queries, complaint management, account management, technical fault requests, delivery and collection of devices, within the Hospital Customer Success team within Fulfilment.
DUTIES AND RESPONSIBILITIES
- Process daily customer queries and order placements (received via different channels) including device deliveries and collections within the pre-defined timescales.
- Allocate EANs (European Article Number) to customer orders as part of EDI (Electronic Data Interchange) mapping and undertake daily system maintenance.
- Ensure back-order releases are in place within the defined timescales in line with Company SLAs.
- Troubleshoot and resolve held electronic orders within the order processing system.
- Ensure all invoices and additional charges are created and processed within the working month.
- Investigate disputed invoice queries and undertake remedial actions to resolve them.
- Build and maintain strong relationships with internal stakeholders (e.g. Commercial, Quality Assurance, Warehouse, Transport) and external suppliers (e.g. system provider).
- Respond to all queries and requests within the team’s shared inbox within a timely manner.
- Investigate and resolve customer orders that have not reached fulfillment.
- Conduct root-cause analyses of erroneous transactions and undertake corrective actions including returns management.
- Check and maintain the NHS Supply Chain and TPS portals.
- Conduct pricing validations on a monthly basis and undertake corrective actions.
- Support new customer account creation by conducting commercial & compliance validations in line with Quality & MHRA requirements.
- Manage mass customer communications for changes to delivery schedules during bank/public holidays.
- Technical fault reporting and administration of service related complaints, managing of the loan / swap pool information, weekly and daily stock checks.
- Support with data validation within generated reports to identify order discrepancies.
- Generate ad hoc reports as requested.
EXPERIENCE
- Successful experience in using JDE, Sales Force, GSP (Global Service Platform) (and/or any similar data systems).
- High volume order processing.
- Demonstrable experience in meeting tight and competing deadlines.
- Prior experience with data reporting and data management tools would be advantageous.
- Previous experience in Telephony (or any other telephone system).
SKILLS
- Strong problem solving skills (e.g. conduct root-cause analyses).
- Process driven.
- Strong attention to detail / accuracy.
- Comfortable with managing large volumes of data.
- Strong and effective written/verbal/phone communication skills.
- Good organizational skills.
KNOWLEDGE
- Expert knowledge of Microsoft Office, Excel (formulas, vlookups, pivots); competence with macros would be advantageous.
Customer Success Coordinator in Northampton employer: Dormont Manufacturing Co
As a Customer Success Coordinator, you will thrive in a dynamic and supportive work environment that prioritises excellence in service delivery for our customers across the UK and Ireland. Our company fosters a culture of collaboration and continuous improvement, offering ample opportunities for professional growth and development, while ensuring a healthy work-life balance. With a commitment to innovation and employee well-being, we provide a unique advantage in the healthcare sector, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Coordinator in Northampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Coordinator in Northampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
