Customer Service Representative

We Make Life More Rewarding and Dignified 

Location: ​Winnersh​
Department: ​Customer Service

Summary:

The Customer Service Team aims to deliver world class customer service support to internal and external customers whilst promoting the products and services of Hollister, Dansac and Fittleworth Medical. The Team is predominately responsible for processing sample requests in an efficient and timely manner as well as supporting customer queries by telephone and email.

Contract: 6-month fixed term contract, working Monday to Friday, 37.5 hours

Responsibilities:

• Manage and process sample requests and ensure proactive follow-up for end-users who are experiencing skin health issues
• Take incoming calls made to our Advice & Samples free phone, supporting end-users where appropriate
• Manage the email inboxes, responding promptly to end-user and healthcare professional queries  
• Set-up new patients on SalesForce ensuring that all the appropriate patient and product information is gathered for accurate sampling and ongoing follow-up
• Use clinical guides and tools where appropriate to support patients find better solutions for their needs, upgrading them from legacy products to the most technologically beneficial/new products within the portfolio
• Promote the Fittleworth Home Delivery Service with all our potential customers and undertake warm transfers where appropriate to promote retention and attract new patients to Fittleworth
• Log end-user concerns regarding product range and follow-up as per policies and procedures, always demonstrating compliance with Data Protection requirements (GDPR)
• Support Territory Manager’s samples requests to patients and hospitals
• Obtain and maintain expert knowledge of Hollister and Dansac product ranges plus stoma and continence care to be able to advise patients appropriately and promote product features and benefits
• Develop key relationships with all customers to ensure effective communication and support
• Contribute to achieving overall Customer Service Team KPIs
• Support Sales and Marketing Teams with literature and attendance at external events
• Any other duties as management may require

Essential Functions of the Role:

• Able to attend the Winnersh office on a daily basis
• Strong communication and telephony skills with flexibility to adapt style on an individual basis
• Proficient with Microsoft Office
• Experience with CRM systems (SFDC and SAP is preferable)

Work Experience Requirements:

• 2 years’ experience in a customer service environment

Education Requirements:

• Education to A-Level (desirable)

Specialised Skills/Technical Knowledge:

• Excellent phone manner and communication skills
• Working to deadlines and KPIs
• Multi-tasking and able to prioritise responsibilities  
• Build key internal and customer relationships
• Enthusiastic and reliable team player

Local Specifications:

• Fluent in English – written and verbal

What We Offer:

• The anticipated base salary range for this position is £25,000 - £27,000 (pro-rata), depending on experience or other legitimate business factors
• This position is also eligible to participate in the Hollister discretionary Corporate Bonus Scheme
• Performance-related Annual Salary Review
• Group Personal Pension Scheme with 8.5% employer contribution
• Private Healthcare Insurance covering you / and your family members
• Life Insurance Cover at x10 base salary
• Group Income Protection Scheme
• 25 days annual leave + Bank Holidays (pro-rated for part-time Associates), with the option to buy/sell annual leave
• Comprehensive Employee Assistance Programme
• Enhanced Family Friendly policies
• Internal recognition scheme

About Hollister Incorporated
Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

EOE Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Req ID: 34860