Job title: Customer Service Representative
Location: Unit 24 Heads of the Valleys Industrial Estate, Heol Klockner, Rhymney, NP22 5RL.
Salary: £30,250 (increasing to £31,200 on successful completion of probation).
Job type: Full-time, Monday – Friday, 9am – 5pm (probationary period – 6 months).
About Carey Medical Limited
Founded in 2010, Carey Medical Ltd specialises in supplying medical equipment and consumables to the medical trade. We are a dynamic growing company and as part of our growth, we are seeking an enthusiastic Customer Service Representative to aid the business owners and management in the day to day running of the company, liaising with both customers and suppliers.
Role Overview
As a growing business, we have identified a need to improve our customer and supplier experience. The ideal candidate will be customer-focused, a skilled communicator, and self-motivated. They will be comfortable working in office and warehouse environments as the role will require cross-working between the two departments. We need an individual with excellent organisational and communication skills, with a desire to learn and develop professionally within the team. This is a busy role and a can-do attitude is a must!
Our customers deserve high levels of service and we are looking for an individual with the professionalism and personality to fulfil this role. Ideally, the candidate will have proven experience in customer services, with knowledge of medical devices. The individual must also possess a natural ability to connect with people, and have a proactive approach to problem solving. If you thrive in a dynamic environment and enjoy delivering excellent service, we’d love to hear from you!
Our supplier relationships are also critical to Carey Medical and we have worked hard to foster strong relationships with industry-leading medical device manufacturers (Omron, Siemens, Welch Allyn, Smith & Nephew, BD and many others) and medical wholesalers in the UK and abroad, to ensure a stable and resilient supply chain for our customers. The successful candidate will be required to communicate with our suppliers to manage delivery timescales for customers, reporting any potential risks or disruptions to the supply chain to senior management, proactively investigating solutions, and monitoring supplier performance in line with our KPIs.
This role will be instrumental in ensuring smooth communication with our customers and suppliers whilst supporting the day-to-day operations and development of the business. Reporting to the Business Development Manager and Company Directors, you will play a key role in maintaining and developing customer and supplier satisfaction, streamlining processes, and contributing to company growth.
Whilst the primary focus of this role will be to improve the customer and supplier experience, the nature of our team at Carey Medical means there is significant cross-working amongst all departments, and a willingness to be part of this is essential. As a Customer Service Representative at Carey Medical you will get to know our customers and their needs, you will be perfectly placed to identify and develop sales opportunities such as upselling and cross-selling, and you will be required to assist with growth of sales.
This is an exciting opportunity with plenty of development potential. You will be the first point of contact for our customers and suppliers, ensuring that enquiries are handled efficiently, orders are processed accurately, and any issues are resolved professionally. You will be at the frontline of our company and your ability to listen, understand customer needs, and provide helpful solutions will be key to maintaining strong relationships.
Duties and Responsibilities
Customer Service & Supplier Relations
* Dealing with enquiries from customers and suppliers via phone, email, and other communication channels.
* Exceed customer expectations when handling and dealing with such enquiries.
* Building a successful rapport with customers, providing customer support through the entire sales process (from purchase to delivery), as well as after-sales support.
* Making outbound communications to customers and suppliers, both national and international.
* All supply chain management activities.
* Liaise with UK carriers and preparation of despatch paperwork.
* Liaise with international shipping companies as part of our supply chain management processes.
* Provide product/order information and resolve customer concerns effectively.
* Maintain accurate records of customer interactions and transactions.
* Report and monitor any issues of non-conformance in line with our QMS and ISO 9001 requirements.
* Monitor, measure, analyse and evaluate performance to continually improve service delivery.
Business Support & Administration
* Assist with the day-to-day management of business operations, ensuring efficiency and organisation.
* Control and filing of paperwork.
* Support sales and business development activities, including preparing quotes and managing customer accounts.
* Provide knowledge and information on customer’s needs to other departments at Carey Medical.
* Ability to upsell and cross-sell products to Carey Medical customers.
* Coordinate with warehouse staff to ensure smooth order-fulfilment and logistics.
* Contribute to marketing and promotional initiatives to drive customer engagement and sales.
Reporting & Process Improvement
* Maintain accurate written customer service records and be able to generate and communicate reports on sales, customer feedback, and business performance.
* Responsible for the monitoring of common KPIs in the supply chain, including but not limited to the collection of lead times, defect rate, order accuracy, product availability, and customer service responsiveness.
* Monitor, measure, analyse and evaluate the performance of Carey Medical to continually improve service and delivery.
* Assist in compliance with all company policies and industry regulations.
Additional Duties
* Supporting the purchasing department with courier and freight bookings when necessary.
* Supporting the warehouse staff with Goods In and organisation of stock when required.
* Supporting the warehouse staff with picking/packing and despatch of stock when required.
* Work in a flexible manner and undertake reasonable requests to support other roles and departments which may extend beyond your usual duties.
Skills and Knowledge
* Proven ability to acknowledge, understand and deliver excellent customer support.
* Proven, demonstrable experience in customer service, administration, or business support roles.
* Strong communication and interpersonal skills, both written and verbal. Knowledge of how to communicate in a professional manner with a customer-first approach is a must.
* Empathetic and willingness to solve problems.
* Understands the implications of the customer experience to our business.
* Good numeracy skills.
* Ability to manage multiple tasks efficiently and work well under pressure.
* Ability to work alone and as part of a team.
* Good computer literacy with knowledge of applications such as Microsoft Office (Word, Excel, Outlook). Familiarity with business management software such as Quickbooks is preferable but training can be provided).
* Knowledge of medical devices sold into primary care, care homes and the NHS would be beneficial, and an understanding of the healthcare/medical device industry would be a strong advantage.
* Desire and commitment to gain an in-depth knowledge of the medical devices and consumables that we sell.
* Experience of working within an ISO9001 QMS.
* High level of attention to detail and organisational skills.
* Good time-management skills.
* Proactive mindset with the ability to identify opportunities for business improvement.
* Excellent attitude and desire to learn.
What We Offer
* A dynamic, inclusive and supportive work environment where employees are valued.
* Opportunities for professional growth and development.
* Competitive salary.
* Company pension.
* Training opportunities.
* The chance to contribute to a growing and impactful business in the healthcare sector.
How to Apply:
Please submit your CV and a cover letter outlining your experience and suitability for the role to emma.rodgers@careymedical.co.uk.
If you are passionate about customer service and business development and want to be part of a thriving company, we’d love to hear from you!
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