Customer Service Representative

Join Safeguard Medical – Where Purpose Meets Innovation. At Safeguard Medical, we’re not just shaping the future of emergency medicine—we’re saving lives. Our mission is clear: To equip and enable responders at every skill level to preserve life in any environment.

About the Role

We’re on the lookout for a passionate Customer Service Representative to join our team in Hereford. This isn’t just a job—it’s a chance to be part of something bigger. At Safeguard Medical, every role plays a part in our mission to preserve life and deliver excellence across the globe.

Let Me Tell You What You’ll Be Doing in This Role

• Support and maintain high performance standards while servicing multiple key strategic customers across a diverse portfolio of products and services.
• Provide relevant and timely customer data to the Sales team in advance of sales calls, including preparation of reports, presentations, and sales activity metrics.
• Work closely with the Quality team to elevate product quality concerns, including product failures.
• Act as a collaborative team player within the Customer Service department and support or lead cross-functional process improvement initiatives to drive positive operational impact.
• Operate within customer portals to retrieve purchase orders, confirm delivery dates, and perform tasks aligned to defined go-to-market strategies for select customers.
• Respond to customer requests promptly via telephone, email, or in-person interaction, maintaining a positive, empathetic, and professional tone with a “one call resolution” approach.
• Analyse customer inquiries and either resolve directly or forward to the appropriate Sales team member, ensuring full follow-through and resolution.
• Ensure an effective and efficient Order-to-Cash process.
• Support revenue growth by identifying opportunities and contributing to departmental performance objectives.
• Identify shipments that can be executed ahead of planned schedule dates and coordinate with logistics and shipping teams to expedite deliveries, enhancing customer satisfaction.
• Support business-critical decision-making impacting daily, monthly, and quarterly financial performance.
• Undertake additional tasks as defined by the Sales team and approved by the Customer Service Manager International.

You won’t just be filling a role—you’ll be making a difference. Every decision, every action, every idea you bring to the table helps responders around the world save lives when it matters most.

Is This You?

• You thrive in a team and bring a positive, can-do attitude to everything you do.
• You’re passionate about helping others and want to be part of something that truly matters in emergency medicine.
• At least 5 years’ experience with related customer service/sales support responsibilities; a combination of experience and education may be substituted.
• Must be computer proficient to include Excel, Word, Outlook, PowerPoint, and ERP systems. Microsoft Dynamics 365 and CRM a plus.

Why Safeguard Medical?

This is more than a career move—it’s a chance to join a fast-paced, purpose-led company where your work truly matters. You’ll be surrounded by passionate people, cutting-edge products, and endless opportunities to grow.

• Be part of a mission-driven organisation with global impact.
• Work with life-saving technologies and innovative solutions.
• Join a collaborative, supportive, and inclusive team.
• Build your career in a company that invests in people and progress.

Our Culture: Powered by Our DNA

At Safeguard Medical, our culture is built on values that drive us every day:

• Ownership – We take charge, own our impact, and push for success.
• Initiative – We act boldly and do what’s right, fast.
• Curiosity – We ask “why?”, explore better ways, and embrace diverse views.
• Candor – We speak openly and respectfully to align and move forward.
• Humility – We lead selflessly, knowing success is shared.

We believe in learning from each other, valuing every voice, and creating a space where everyone belongs—regardless of background, identity, or ability.

What You’ll Get in Return

We believe great people deserve great rewards. Here’s what we offer to support your wellbeing, growth, and success (benefits may vary by country): Competitive pay.