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For Companies At a Glance
- Tasks: Be the go-to person for customer queries and ensure smooth order fulfilment.
- Company: Join Vantive, a leader in vital organ therapy with a mission to improve lives.
- Benefits: Enjoy a supportive work environment, competitive pay, and opportunities for growth.
- Other info: Be part of a passionate team dedicated to innovation in kidney care.
- Why this job: Make a real difference in patients' lives while developing your customer service skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients—that is what Vantive aspires to deliver.
We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.
We are seeking an experienced Customer Service professional to join our Customer Success team in Northampton.
SUMMARY
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 (N.B. For renal orders, the end-to-end process for back orders will need to be managed).
- 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.
Customer Success Coordinator employer: Vantive
Contact Detail:
Vantive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Coordinator
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Vantive. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Vantive’s mission and values, and think about how your experience aligns with their goal of improving patients' lives. Show them you're not just another candidate!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. Get comfortable talking about your skills and experiences, especially those related to customer service and problem-solving.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Vantive community.
We think you need these skills to ace Customer Success Coordinator
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer success and improving patient lives shine through. We want to see that you’re not just looking for a job, but that you genuinely care about making a difference in the healthcare space.
Tailor Your CV: Make sure your CV is tailored to the Customer Success Coordinator role. Highlight relevant experience, especially in customer service and data management. We love seeing how your skills align with our mission at Vantive!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where necessary and avoid jargon. We appreciate straightforward communication, so make it easy for us to see why you’d be a great fit for our team.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our community at Vantive.
How to prepare for a job interview at Vantive
✨Know the Company Inside Out
Before your interview, make sure you research Vantive thoroughly. Understand their mission, values, and recent innovations in kidney care. This will not only help you answer questions more effectively but also show your genuine interest in being part of their community.
✨Showcase Your Customer Service Skills
As a Customer Success Coordinator, you'll be the first point of contact for customers. Prepare examples from your past experiences where you've successfully resolved customer queries or complaints. Highlight your ability to build strong relationships, as this is crucial for the role.
✨Be Ready for Technical Questions
Since the role involves data management and troubleshooting, brush up on any relevant technical skills or systems mentioned in the job description. Be prepared to discuss how you would handle specific scenarios, like resolving held electronic orders or managing back-orders.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that demonstrate your enthusiasm for the role. Inquire about the team dynamics, the tools they use for order processing, or how they measure success in customer satisfaction. This shows you're thinking ahead about how you can contribute.