Overview
The Customer Support and Tender Representative 1 is responsible for providing a professional, friendly and efficient service to Cook Medical Customers, Sales Teams and/or Distribution Partners (DPs) throughout the world covering all aspects of support including Customer Service, Tender Coordination and Finance Administration as required - processing orders and tender documentation quickly and accurately and providing timely and accurate responses to customer and Cook Medical's Distribution Partners.
Reporting to: Team Lead 1, Customer Support
Responsibilities
1. Process all transactions accurately through relevant company systems within department guidelines and Quality requirements.
2. Process all queries within department guidelines through relevant company systems.
3. Process product complaints through relevant company systems and within the required timelines.
4. Liaise with relevant couriers and/or relevant internal teams to ensure prompt delivery service, with correct shipping paperwork and any special requirements as requested by customer/Distribution Partner.
5. Manage urgent and/or emergency orders/requests as they arise and communicate to the relevant teams, manufacturing plants, etc., seeking advice from more experienced colleagues as required.
6. Log all internal and external customer feedback correctly and on time, promoting the Customer Portal when possible.
7. Oversee the compilation to ensure that tenders and bids are handled accurately, professionally, quickly, and compliantly.
8. Maintain and update customer data as required.
9. Liaise with Cook Medical Sales teams, Field Based Inventory team, and Supply Chain Operations team to ensure the fastest possible turnaround on all inventory, inventory returns, and resolution of any issues that may occur.
10. Liaise with Regulatory Affairs departments in all plants in relation to registration documents, etc., as per each market's requirements.
11. Prepare quotation requests received from Customers, Distribution Partners, and Cook Medical Sales teams and send written price confirmation as required/appropriate.
12. Search for potential tender notices relevant to Cook Medical's business as appropriate based on market.
13. Work with key stakeholders within Cook Medical Divisions to ensure Tenders are submitted within customers' specific deadlines and requirements - focusing on less complex Tenders.
14. Support colleagues on more complex Tenders as required.
15. Work with other departments within Cook Medical globally as required to gather information relevant for tenders - e.g., Finance, Marketing, Manufacturing, Regulatory, Logistics, etc.
16. Provide information and support to Distribution Partners in relation to the tendering process.
17. Maintain accurate Tender files for historical & reference purposes, including information relating to awards, alterations & extensions of contracts.
18. Update Pricing on relevant systems as necessary to allow for accurate order entry by our Customer Support teams and provide price lists to Distribution Partners as required.
19. Complete finance admin activities as required per market including processing payments, invoices, and credit notes, dealing with invoice queries, completing bank reconciliations.
20. Complete all training assigned in a timely manner to ensure required level of competence for this role and to maintain audit compliance.
21. Take on additional tasks as trained.
22. Consistently display a positive attitude towards customers and colleagues, treating everyone in a professional manner and with respect.
23. Ensure a high level of customer support to all customers at all times, taking ownership for first point of contact resolution wherever possible.
24. All functions to be carried out in compliance with the company's Quality Management Systems.
Qualifications
1. 1 to 2 years' experience in a support/administration role advantageous.
2. Knowledge of pricing, tendering, public procurement, or financial administration processes advantageous.
3. Legal/Business/Other relevant third-level qualification advantageous.
4. Fluency in two European languages at a business level, including English, as required for the role.
5. Excellent telephone manner and interpersonal skills.
6. Excellent data entry skills with good attention to detail and accuracy.
7. Good working knowledge of Microsoft Office; Experience of Pricing/Tenders/Accounting software advantageous.
8. Excellent written skills in relevant languages.
9. Positive attitude and proven problem-solving skills.
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