Job Description

The role of the Customer Service Agent is to support the Business Operations of the Bioquell range of products and services within the Ecolab Life Sciences Division. This position involves a variety of responsibilities, including preparing quotations for goods and services, processing orders for spares and service kits, managing assets and other master data, and ensuring parts and tools are ordered and shipped for the required work. The Customer Service Agent will also be responsible for scheduling engineers, closing off cases when work is complete, and raising debit memo requests to charge customers for completed work.Specifically, the role will cover:Preparation of quotations for goods and services (other than capital units)Order processing for spares and service kitsAll admin associated with our decontamination and field servicesLiaising with the UK factory on logistics etcIdentifying and capitalizing on new service sales opportunities with our existing customers by meticulously analyzing their equipment usage patterns and calibration schedules.Dynamics Field Service ManagementManagement of assets and other master dataEntering of cases for work required by customerEnsuring parts and tools are ordered and shipped for the workScheduling engineers for workClosing off cases when work is completeRaising debit memo requests to charge customers for work completedNon-conformance reportingLog all NCRs and track the progress of the issue to keep the customer updated with the situation at regular intervals, providing final responses and reports to show their NCR has been resolved.Work with the UK Customer Service and Technical teams to ensure NCRs are resolved within KPI timescales.Other typical duties include:Purchase requisitionsAdhering to the team key performance indicator goals and ensuring they are metProvide feedback on processes to drive continuous improvement.Essential skills / requirements:The candidate should have at least 2 years\xe2\x80\x99 experience in at least one of the following areas: administration, project work or sales, ideally within a service or consumable environmentPrevious experience in the Pharmaceutical or Healthcare industry, or with an equipment manufacturer, is highly advantageous.Excellent Customer service and communication skillsEvidence of goal achievement under time pressureAbility pay attention to detail across multiple work streamsAbility to negotiate with customers and colleagues to meet delivery time scales and manage expectationsTenacity and positivity are a mustFully competent on Excel and Word

Ecolab