Customer Service Representative
About Us
PPL Biomechanics is Ireland's leading provider of custom orthotic devices and lower-limb medical solutions. Based in Cork and operating since 1993, we supply private and public healthcare providers nationwide.
As an Irish-owned SME, we pride ourselves on a collaborative, supportive workplace with low staff turnover. We value accuracy, accountability, and continuous improvement — ensuring patients and healthcare professionals receive the right products, at the right time, every time.
Role Overview
We are seeking a Customer Service Representative to join our growing team.
This is a full-time, permanent role following initial training. Working within the Sales Department and reporting to the Customer Service Lead, you will play a critical role in managing relationships with healthcare professionals, healthcare buyers, and supporting them in their in frontline healthcare roles.
This is not a standard call-centre or order-entry position. The role involves balancing customer interaction, order management, and compliance processes — ensuring each request is handled accurately, efficiently, and empathetically. You'll be working within a regulated healthcare environment, where attention to detail is paramount.
What We Offer
* Full training provided — healthcare or medical device experience is a bonus, not a must
* Competitive salary plus performance-related incentives
* Financial review after 6 months
* Permanent contract following successful training period
* Supportive, collaborative, and close-knit team culture
* Opportunity to build a career in a regulated healthcare industry
* Day shift hours (Monday to Friday)
Key Responsibilities
* Act as the first point of contact for healthcare professionals, and buyers within private and public healthcare organisations.
* Process and validate complex orders accurately within ERP and CRM systems
* Prioritise clinically sensitive or urgent requests to ensure fast turnaround
* Resolve queries relating to products, pricing, deliveries, returns, and compliance
* Coordinate with sales, clinical support, warehouse, customer accounts and manufacturing to ensure smooth delivery
* Support customers through procedural and compliance-heavy processes
* Maintain 100% accurate customer records and ensure GDPR compliance
* Escalate issues where required and follow through to resolution
* Contribute ideas to improve workflows, systems, and customer experience
What We're Looking For
* Previous experience (at least 2 years) in customer service, order processing, or healthcare administration
* Exceptional attention to detail — accuracy is essential to ensure correct payment and patient safety
* Highly organised, with strong time-management skills
* Comfortable working with ERP/CRM systems — or eager to learn quickly
* Familiarity with Microsoft 365
* Excellent written and verbal communication skills, with a clear, empathetic style
* Ability to remain calm and professional when handling complex or sensitive cases
* A collaborative team player who thrives in a fast-paced, regulated environment
Nice to Have (Not Essential)
* Experience within healthcare, medical devices, or a regulated industry
* Previous experience managing procedurally complex or compliance-driven orders
Job Types: Full-time, Permanent
Pay: From €30,000.00 per year
Benefits:
* Company pension
* On-site parking
* Sick pay
Education:
* Advanced/Higher Certificate (preferred)
Work Location: In person