Customer Management Representative (Maternity Cover) in Blyth

Who We Are

Every life is unique and so are you! At Dräger we protect, support and rescue lives day in and day out. We are interested in you if you have the desire to work for an organisation that does something more, something that is truly worth working for. As an international leader in medical and safety technology, we develop pioneering devices, software, services and solutions that people around the world trust. Wherever Dräger products are used, it's about life.

About The Role

The primary focus of the Customer Management role is to assist customers and colleagues in all aspects of Customer Service including pre-sale support progress (enquiry & quotation) through to order progress and after sales support.

Customer Service

• 1st Line contact for customers and colleagues.
• Telephone enquiry handling, including but not limited to: price requests and lead times.
• Basic order progress call handling such as delivery dates and stock queries.
• Basic quotation progress call handling such as status updates.
• 1st line support of product requirements.
• Customer issue escalation and resolution.
• Customer Aftercare in relation to orders such as the facilitation of supply of documentation.
• Maintain & improve customer satisfaction by the provision of high-level support to customers, including ensuring timely and efficient processing of customer requests.
• Provide customers and colleagues with high level of customer service via communication routes such as phone, e-mail and webchat.
• Develop best practices regarding the level of Customer Service offered by the Commercial Operations Department, ensuring our customers and colleagues are supported and updated throughout their enquiry.

Commercial Orderbook Reporting

• Provide weekly reports on open orders / shipping dates for strategically key customers.
• Provide weekly reports on open orders / shipping dates for relevant Commercial colleagues who carry out Local Value-Added Activities, e.g. Mobile Gas Detection Workshop.
• Provide weekly back orders report for relevant account managers within Sales and when required Marketing Managers.
• Manage the Commercial Order book to ensure it is maximised and that customers are made aware of any delays or improvements in arrival of Purchase Orders when applicable; in the event of delays reasons are obtained from the Supply Chain and, if possible, alternatives are offered if available.

Systems

• Concentrate on continual improvement cycle within the Customer Services processes, utilizing both established and newly deployed Global and Local system functionality.
• Actively look to “onboard” customers to customer service focused systems such as the web shop as a route to markets for consumable product and ensure required products are available by working with the relevant colleagues.
• Create and maintain accurate information within Draeger systems including but not limited to SAP and CRM.

Shared Responsibilities

• All employees have a responsibility to comply with the Integrated Management System (IMS) and minimise any impact on the environment whilst carrying out their duties.
• To ensure and promote safe working conditions for all employees, visitors and contractors by implementing, monitoring and complying with occupational health & safety provisions.
• To embed our WeLEAD competencies – I build trust, I create value for the customer, I enable others, I provide direction, I embrace diversity, I deliver results.

Reporting Relationships

Manager - Customer Management Team Lead. Size of team/environment - Working in a team of 6 overall made up of both the Customer Management Team and Switchboard. The Team make up a part of the Commercial Operations Department.

Education/Qualifications

Role Requirements: Educated to Secondary Education level or equivalent commercial experience.

Related Experience

Experienced in phone-based business to business customer service within a specialist team. Customer Service experience working within a sector that supplies critical equipment and services.

Skills, Special Competencies

• Awareness of Draeger Products (non-technical).
• IT knowledge: MS Office, SAP and CRM.
• Customer orientation.
• Ability to organise and prioritise.
• Ability to work as part of a team.
• Ability to multitask and work to deadlines.
• Reliability and attention to detail.
• Communication.
• Negotiation skills.
• Assertiveness.
• Time Management Skills.
• Empathy.
• Eye for Accuracy.

Benefits

• 27 days holiday plus bank holidays, with option to purchase up to 3 additional days.
• Flexi scheme.
• Hybrid working available.
• Discounted critical illness cover, dental cover and partner life assurance.
• Healthcare cash plan.
• Salary sacrifice car scheme.
• Subsidised canteen.
• Discounted shopping & leisure vouchers.
• Cycle to Work.
• Gym membership discounts – up to 25%.
• Charity Giving scheme.

We are open to flexible working and will consider a range of options, including adjustments to working hours, patterns, and location, depending on the needs of the role. If you have specific requirements, we encourage you to discuss them with us as part of the application process.

Dräger’s dedication: At Dräger we have a clear vision, to be an organisation with a working environment that includes a diverse mix of talented people who want to come, stay and grow. We ensure candidates with the required qualifications and experience will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All are welcome to apply.