Customer Service & Despatch Associate (Fixed Term) Job at 360 Resourcing Solutions (Trentham)

Job Description

Biocomposites is an international medical devices company that engineers, manufactures, and markets world leading products for use in infection management in bone and soft tissue. Based in Keele, UK, it has global operations across Europe, USA, Argentina, Canada, China, and India. Biocomposites is a world leader in the development of innovative calcium compounds and bone cements for surgical use. Its products regenerate bone and target infection risks across a variety of specialties, including musculoskeletal infection, orthopaedics, trauma, spine, foot and ankle, podiatry, and sports injuries. Biocomposites products are now used in over one million procedures per annum and sold in more than 100 countries around the world.

Job Responsibility

Primary point of contact for all domestic sales order enquiries/requests and associated activities
Raise purchase orders on ERP system, maintaining good data integrity throughout the PO placement process (promise dates, order acknowledgement review etc.)
Responsible for coordinating the sterilisation of product including appropriate transport plans to facilitate, in accordance with production scheduling or as instructed by management
Liaise with domestic customers in relation to pricing queries, purchase orders, general product enquiries and complaints
Process domestic sales orders onto the ERP system maintaining good data integrity throughout and provide necessary stock allocation to initiate picking process
Provide ongoing support towards the control around consignment product and accurate data relating to Customer Relations Management (CRM)
Liaise with internal stakeholders (Production, Finance, Marketing, Quality) to ensure specific Customer Service requests are supported where necessary
Report complaints to Quality and provide appropriate levels of Customer Service throughout the complaint process
Provide ongoing support to the UK Sales Team when required, liaising with them on up-to-date forecast data
Ensure domestic sales orders are despatched in accordance with OTIF, ensuring escalation to management were required
Ensure purchase orders are receipted in a timely manner to enable prompt payment to suppliers
Liaise with Senior Customer Service and Despatch Associate on collating data for department metrics
Raise Return Material Authorisations (RMA) to facilitate product being returned and complete follow-up actions as required
Monitor planned delivery dates of purchase orders and communicate/provide visibility to the warehouse team of upcoming deliveries
Conduct daily reviews of on-hold invoices related to purchase orders and liaise with the accounts team to achieve a prompt resolution
Comply with all policies, guidelines and regulatory requirements of the company

Requirements

Level 2 certificate or higher
Worked with CRM & ERP systems
Customer complaints handling
Supported field based sales teams
2+ years’ experience in a customer service role
Working knowledge of pricing agreements, sales order entry, maintaining customer records
Use excel and word
Excellent verbal, non-verbal and written communication skills
Accepts responsibility and able to prioritise tasks
Able to work to daily deadlines

Nice to have

Customer service apprenticeship
Worked within healthcare (medical devices or pharmaceutical) manufacturing
Knowledge of incoterms and export documentation
Able to act on initiative
Car driver

What we offer

Company events
Company pension
Employee discount
Free or subsidised travel
Free parking On-site
Competitive salary and benefits
Grow talent
One Biocomposites – team spirit & engagement

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Customer Service & Despatch Associate (Fixed Term)

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