Customer Service and Sales Support Associate
PDI International is a private family-owned company with a 40-year heritage dedicated to leading the fight against preventable infections in healthcare, hospitality and our communities internationally. Through our dedication to research and development, sustainable innovation and industry-leading partnerships, we continue to build our portfolio of products and solutions, and help our customers by providing continual support, resources & expertise to help make a difference in the world.
PDI International serves its customers across three main divisions: PDI Healthcare, Sani-Professional, and PDI Contract Manufacturing.
About the Role
The Customer Service and Sales Support Associate role is responsible for all order processing, fulfilment and customer service tasks associated with branded customers and products. The role provides sales support to the healthcare team and demand planning support. This role needs to liaise with supply chain, logistics, operations, finance and customers to ensure prompt execution of customer orders.
* Cancelling down out of stocks for distributors and creating new orders
* Dealing with customer delivery queries
* Dealing with pricing queries
* Dealing with product queries
* Dealing with sales team queries
* Account administration
* Global Shop / WMS order completion
* WMS pick list production
* Fulfilling e-direct orders and documentation for healthcare
* Completing export documentation and manages the distributor fulfilment process (specific by distributor)
* Re-booking pickup and delivery slots when deliveries are refused
* Cost control
* Samples and trial product administration (moving to tracking)
Demand planning and forecasting
* Updating commercial forecast file following alignment with customer / distributor forecasts
* Liaising with distributor demand planning
* Inventory checking and stock availability communication to NHS, customers and distributors
* Order chasing
Tender response and collation of information
Distributor set up administration
Pro-active order development (understanding product purchase trends and asking for orders)
Meetings with NHS and distributor planning functions
Change management (existing products specification changes and discontinuations communication)
New business (small opportunities)
Supporting CRM opportunity tracking and data integrity
Pricing administration
The Person
* Sees themselves as part of the branded team and part of the wider customer service team. A true team player
* Is experienced with dealing with customers, considered to be personable and focused
* Is experienced with IT/systems use, with good Excel skills
* Has experience and capability of managing internal communications cross functionally
* Is looking to continuously improve and can demonstrate ability to remain calm under pressure
Self-Management
* Adheres to health, safety and environmental policies and procedures to ensure safety and wellbeing self, other staff and visitors
* Is assertive, optimistic, resilient and welcomes change
* Engages interest and participation of others
* Proactively contributes to the team
* Is self-aware and has a collaborative approach to dealing with others
* Is self-motivated and able to work under pressure
Knowledge, Skills and Attributes:
* Knowledge of customer service operations
* Knowledge of sales processes
* Knowledge in sales and business development
* Knowledge in training and presenting
* Knowledge of healthcare useful but not essential
Skills (way in which knowledge is used)
* Results orientation
* Idea generation – generating different approaches to issues
* Active listening – listening to what other people are saying and asking questions for clarification
* Critical thinking – using logic and analysis to define different approaches
* Sufficient understanding of product specifications to enable a detailed discussion with the customers
* Learning agility – the ability to learn from situations and adjust behaviour for improved outcomes
* Problem solving – keeping an open mind
Abilities
* Organise daily tasks in order to optimise the time available
* Effectively manage customer demands to prioritise tasks at times of high demand
* Use computer packages proficiently– so can communicate effectively and understand how to manipulate data
* Prepare all work in an accurate and timely manner
* Be flexible – in order to meet with customers, must be willing to adjust daily routine to facilitate responses
* Be able to deal with a number of tasks at any one time, including the management of projects in a timely fashion
* Prepare reports as and when required – e.g. post visit reports
* Maintain diary planner and ensure effective use of time
Seniority level
Entry level
Employment type
Full-time
Industries
Medical Device
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