Nine Twenty Recruitment are working with our client, a leader in revolutionary diagnostic led care solutions, who are going through a huge expansion in the manufacture of their life saving medical devices. They are looking to appoint a Logistics & Customer Service Team Leader to join their growing team based in Bathgate. Working hours are Monday to Friday 8.30am – 5.30pm.
The role:
Reporting to the Director of Fulfilment, the main purpose of this newly created role is to liaise between customers/affiliates and cross functional teams to support the order process. You will be expected to ensure customers’ orders are fulfilled and that there are no issues with paperwork and customs clearance, governance and export related paperwork.
Key Responsibilities:
- Lead Customer Service & logistics function.
- Ensure fulfilment of goods in a timely and regulatory compliant manner
- Ensure staff are trained to export standards & customer service best practise is followed.
- All paperwork must be correct and compliant on all shipments and OTIFs met for daily shipments.
- Direct Customer Interaction, handling and resolving inquiries, complaints and feedback (e.g. inbound and outbound calls, e-mails, chat)
- Export Sales Order Processing, incl. preparation of customs relevant shipping documentation
- Tier 1 and Tier 2 Service Complaints management
- Management of open cases towards completion with Tier 3 and 4 resources
- Setting up and implementing standardized ways of working in Customer Services (e.g. Case Management, use of NetSuite ERP)
- Creation and continuous improvement of Customer Service Process documentation (Standard Operating procedures and Work instructions)
Essential Skills
- Experience of customer service, 2 or more years (in Life Sciences & Healthcare a plus)
- Experience with Export processing & International Trade
- Experience with ERP & CRM systems (NetSuite or similar)
- Strong team worker
- Experience of dealing with complaints
- Customer-focus orientated approach
If you feel you have the necessary experience for this role, please apply or contact Danielle Scott.
E: phasson@weareninetwenty.com