Job Overview
Cook Medical Incorporated seeks a skilled Customer Support Representative 1 to provide exceptional service to customers and Divisional Sales teams across EMEA. This role involves processing orders accurately, responding to customer queries, and fostering trust through excellent communication.
This position reports directly to the Team Lead 1, Customer Support.
Key Responsibilities
* Order Processing: Accurately process all customer orders and transactions through relevant company systems within department guidelines and Quality requirements.
* Customer Queries: Process all customer inquiries within department guidelines through relevant company systems.
* Product Complaints: Manage product complaints through relevant company systems and within required timelines.
* Liaison with Couriers and Internal Teams: Coordinate with courier companies and internal teams for prompt delivery to customers.
* Urgent Orders: Handle urgent and emergency orders, communicating with relevant teams and seeking advice from experienced colleagues as needed.
* Feedback and Communication: Log internal and external customer feedback correctly and promote the Customer Portal when possible.
* Customer Data Management: Maintain and update customer data as required.
* Collaboration with Sales Teams: Liaise with Cook Medical field-based sales teams, Field based Inventory team, and Supply Chain Operations teams for efficient inventory management.
* Training and Development: Complete assigned training in a timely manner to ensure required competence for this role and maintain audit compliance.
* Additional Tasks: Take on additional tasks and participate in new departmental projects/initiatives as trained or required.
* Professional Attitude: Consistently display a positive attitude towards customers and colleagues, treating everyone professionally and with respect.
* Customer Ownership: Ensure a high level of customer support, taking ownership for first-point-of-contact resolution wherever possible.
Required Qualifications
* 1-2 years' experience in a multi-national customer support/contact centre environment (advantageous).
* Fluency in Dutch and English.
* Good written and spoken English language skills (for non-native English speakers).
* 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, take initiative, and maintain a positive attitude to problem-solving.