About Clinisupplies
Clinisupplies is a leading UK-based manufacturer and supplier of medical appliances specialising in bladder and bowel products for managing acute and chronic conditions. We also offer a portfolio of bandages and garments for the treatment of wounds and chronic skin conditions. Employing over 800 people in the UK, China, India and Germany, amongst other customers we supply our products to the NHS and deliver direct to patients’ homes through Nightingale Home Delivery, our dispensing appliance contractor.
Role Summary
The Trade Service Associate is responsible for providing query resolution for the trade service functions; acting as a key link between Clinisupplies/Clinisupplies GB Limited ensuring order management and customer relationships are consistently sustained to drive our business performance and sales targets.
The key focus of this role is to be the first point of contact for all email enquiries to Clinisupplies/Clinisupplies GB Limited. Mainly dealing with trade customers, assisting them to resolve product queries, delivery issues, escalating complaints to the Team Leader/Head of Trade Services and Accounts Receivable where necessary.
Success in this role will be driven by the ability to listen to the customer, understand their queries, act quickly to provide answers and give constant updates/feedback. You will be professional and understanding of situations, whilst providing first class customer service. You will work closely with internal stakeholders to ensure business and customer objectives are achieved.
Key Responsibilities
The following provides an indication of the key responsibilities involved in this role but is not intended to be an exhaustive list of all the duties that you may be required to do:
- First point of contact via email for Trade Customers in relation to resolving discrepancies in a timely fashion. This covers:
- Orders
- Invoices
- Delivery/Stock Queries
- Complaints
- Product queries
- Providing information on product stock availability via our Procurement team where necessary
- Obtaining Proof of Delivery for Trade Customers from our warehouse departments
- Arrange and manage uplift of orders
- Reporting out of stock situations to Customers and internal sales team
- Liaise with internal Key Account Managers in relation to sample/literature/trade order queries and try to resolve in a timely fashion
- Liaise with our Courier Service and in-house distribution teams to ensure customer orders are dispatched on time in order to fulfil customer orders
- Where required, arrange booking in references from customers to provide to the 3rd Party Logistics team
- Liaise with our warehouse in relation to samples and trade deliveries to ensure orders are dispatched in a timely fashion
- Ensure that all customer queries are dealt with in a courteous, professional and prompt manner
- Help maintain trade customer database
- Help maintain SharePoint filing
- Help maintain shared inboxes – keep tidy and with limited emails
- General office duties within the Trade Services Department
- Provide holiday and sickness cover where required within the Trade Services Department
- Carry out any other reasonable Trade Services related work requests from the Team Leader/Head of Trade Services and Accounts Receivable from time to time
- Work in a responsible and safe manner having regards to own and others’ health and safety at work
- Attend compulsory and other training and development opportunities as and when required
- Help maintain Export Customer workflow
- Help with Accounts Receivable activities to ensure cash collection from time to time
Experience Required
- Numerate and PC literate with excellent knowledge of Microsoft Office packages and database
- Previous experience of working in a customer services environment
- Excellent interpersonal skills with the ability to form strong relationships with people at all levels
- Ability to communicate clearly and professionally, both verbally and in writing
- A proficient problem-solver with a friendly approach to help identifying and exceeding our customers’ needs
- Highly organised in managing your workload, responding to deadlines and meeting tight timeframes
- Ability to work collaboratively as part of a team as well as under your own initiative
Desirable
- Knowledge of the MedTech industry would be preferable
- Good working knowledge of SAP
What We Offer
Clinisupplies is dedicated to the continuous development of our employees and offer excellent career prospects for the strong candidate. We also offer competitive terms and conditions.
Equal Opportunities
Clinisupplies Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Pay: Up to £27,000.00 per year
Work Location: Hybrid remote in Watford WD18 8GA
