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 the most important thing: 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 I.e. 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 maximized 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 also 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
Role Requirements
Education/Qualifications
Related Experience
Skills, Special Competencies
Awareness of Draeger Products (none 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
Dräger‘s 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!.
