Customer Service Officer

Position Overview

We are seeking a dedicated and proactive Customer Service Officer to join our dynamic team. In this pivotal role, you will serve as the primary point of contact for both internal and external customers, ensuring seamless communication, efficient order processing, and exceptional service delivery. Your responsibilities will encompass handling inquiries, managing orders, resolving complaints, and maintaining meticulous records to uphold our commitment to customer satisfaction and operational excellence.

Key Responsibilities

As a Customer Service Officer, your core duties will include:

• Customer Interaction: Respond to and process customer queries and requests via phone, email, or other communication channels in a timely and professional manner.
• Order Management: Coordinate with the sales team to process and invoice orders based on established price lists and exception lists, ensuring accuracy and adherence to company protocols.
• Inter-Office Coordination: Facilitate seamless communication between departments, including sales, accounts receivable, and the delivery team, to ensure orders are processed, prepared, and delivered efficiently and on schedule.
• Complaint Resolution: Address and escalate customer complaints through the appropriate channels, ensuring resolutions are achieved in accordance with company policies and customer expectations.
• Returns Processing: Manage returned goods in compliance with established procedures, maintaining records and facilitating necessary follow-ups.
• Special Orders Handling: Process and track special orders, maintaining detailed records and ensuring timely fulfillment and delivery.
• Reporting: Prepare and submit daily reports to the Customer Service Manager, documenting activities, achievements, and key performance metrics such as the number of invoices processed and total sales.
• Quality Assurance: Actively participate in and adhere to the Medicals International Quality Management System, ensuring all processes align with organizational standards and regulatory requirements.

Qualifications & Competencies

To excel in this role, you will possess the following qualifications and skills:

• Education: A bachelor’s degree in a relevant field is preferred, though equivalent professional experience will be considered.
• Experience: A minimum of 0-2 years of relevant experience in customer service or a related field, ideally within a corporate or healthcare environment.
• Technical Proficiency: Strong working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, and email systems, with the ability to leverage these tools for data management and reporting.
• Soft Skills: Exceptional communication skills, both verbal and written, to interact effectively with customers, colleagues, and stakeholders. A patient, energetic, and pragmatic approach, coupled with a friendly and approachable personality, to foster positive relationships and resolve issues efficiently.

Work Environment & Expectations

The Customer Service Officer will operate in a fast-paced, collaborative environment, requiring adaptability, attention to detail, and a commitment to delivering high-quality service. This role demands a proactive mindset, the ability to multitask, and a dedication to continuous improvement in alignment with the company’s quality management systems. The ideal candidate will thrive in a team-oriented setting while demonstrating the initiative to take ownership of their responsibilities and drive positive outcomes for both the organization and its customers.