Customer Facing & Order Management Representative

Are you passionate about delivering exceptional customer service? Our mission is to expertly handle the needs of our TENA customers, including the NHS, ensuring a stress-free, seamless experience while maintaining high levels of service. Join us in our journey of providing first-class customer support and making a positive difference in people's lives. What You Will Do

• Serve as the main point of contact for customers and Sales & Marketing teams, aiming for first call resolution.
• Provide timely and effective administrative support, ensuring excellent customer experience.
• Manage customer requests and queries in collaboration with sales representatives.
• Interact with service specialists for deeper knowledge and further investigation when needed.
• Proactively manage exception-based tasks to enhance the customer experience.
• Maintain a close relationship with sales representatives to jointly manage customer requests and queries.
• Utilise a case handling platform to manage exception-based tasks and enhance the customer experience.
• Leverage the service specialist network to provide an excellent customer experience.
• Ensure high query resolution proactivity and speed with 360° visibility of all customer interactions.
• Support sales in providing full visibility on customer interactions.
• Execute order to billing process tasks and identify opportunities to optimise order to billing activities.
  
  Previous experience in a Business-to-Business Customer Service environment is advantageous.
• Confident user of Microsoft Packages (Word, Excel, Outlook, MS Teams, Co-Pilot).
• Natural ability to form relationships and network effectively.
• Well-organised, able to prioritise workloads, and comfortable with interruptions.
• Emotionally controlled with self-awareness.
• Focused on delivering high levels of customer service and meeting commitments.
• Not fearful of complex problems and willing to go the extra mile to solve them.
• Experience with SAP is desirable.
Required Experience & Competencies
• Experience in customer service, handling enquiries, complaints, and requests effectively.
• Familiarity with CRM systems for efficient tracking of customer interactions and orders.
• Strong customer focus, efficient order processing, team collaboration, time management, adaptability, conflict resolution, and continuous improvement mindset.
• Good communication skills.
• Proficiency in English.