**Overview**
The Customer Support Representative 1 provides a professional, friendly, and efficient service to Cook Medical customers and Divisional Sales teams throughout EMEA.
Key responsibilities include handling customer orders accurately and within agreed service levels, while also providing timely and informative responses to customer queries.
To be successful in this role, you should be an excellent communicator who gains and builds trust during all interactions, adding to our reputation as a company that offers excellent customer service.
Responsibilities
* Process all orders and other customer transactions accurately through relevant company systems within department guidelines and Quality requirements.
* Process all queries within department guidelines through relevant company systems.
* Process product complaints through relevant company systems and within the required timelines.
* Liaise with relevant courier companies and / or internal teams as needed to ensure prompt delivery to all customers.
* Manage urgent and / or emergency orders / requests as they arise and communicate to the relevant teams, manufacturing plants, etc., seeking advice of more experienced colleagues as required.
* Log all internal and external customer feedback correctly and on time, promoting the Customer Portal when possible.
* Maintain and update customer data as required.
* Liaise with Cook Medical field-based sales teams, Field based Inventory team and Supply Chain Operations teams to ensure fastest possible turnaround on all inventory, inventory returns and resolution of any inventory issues that may occur.
* Complete all training assigned in a timely manner to ensure required level of competence for this role and to maintain audit compliance.
* Take on additional tasks and involvement in the execution of new departmental projects / initiatives as trained / required.
Requirements
* 1 to 2 years' experience in a multi-national customer support / contact centre environment advantageous.
* Fluency in German and English.
* Good written and spoken English language skills for those Representatives for whom English is not their mother language.
* Excellent telephone manner and interpersonal skills.
* Good working knowledge of Microsoft Office.
* Attention to detail, accuracy and ability to multitask.
* Ability to work under pressure and on own initiative with a positive attitude to problem-solving.