Customer Service Agent Job at Medline Europe (Warrington)

Job Description

The Customer Service Agent provides World Class customer service to our customers and account managers, with full ownership of tasks - from initial request to resolution. We are seeking a proactive, detail-oriented Customer Service Agent to join our growing team. This position demands end-to-end ownership of customer processes, requiring a candidate who thrives in a hands-on, high-accountability environment. You will collaborate closely with account managers, customers, and cross-functional teams to deliver exceptional service.

Job Responsibility

Accountable for taking customer orders, tracking shipment and on-time shipment of orders
Responsible for solving problem situations by taking the necessary steps
Provides pro-active information to customer/account manager about their order status
Full ownership of the maintenance of EDI order: from order to invoice
Provides customer service to ensure customers’ needs are fulfilled, and customers are satisfied and retained
Keeps records of customer complaints and ensures that complaints are dealt with in a timely manner respecting the process and approval flows
Actively suggests and assists with implementing any improvements of systems and processes
Updates CRM system to track all issues and resolutions, reports on trends and responds to inquiries from stakeholders and partners
Follows required training to perform the job with great efficiency
Any other duties as are within the scope, spirit and purpose of the job as requested by the line manager

Requirements

Previous experience in a customer service role within a manufacturing, logistics, or medical device environment is highly preferred
Strong understanding of end-to-end customer service processes - not limited to call handling
Ability to manage a wide range of customer issues independently
High level of oral, written and interpersonal communication skills
Takes pride in providing excellent customer service
Able to prioritise and organise a busy workload
Ability to remain calm and professional when dealing with customers
Confident in dealing with individuals at all levels both internally and externally
Strong organisational skills, leading to a methodic and structured way of working and an ownership mindset
Proficiency in MS Office
Positive action-oriented spirit and attitude
Able to work well as part of a team or on own initiative

What we offer

Bonus scheme
Income protection insurance
Life Insurance
Access to help@hand total well-being app (including EAP and access to Benefithub discounts and savings)
Pension
Employee referral scheme
Bespoke training and development opportunities
Opportunity to buy health cash plans
Cycle to work scheme
Regular employee appreciation events
25 days holiday plus the usual bank holidays

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Customer Service Agent

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