Customer Support Specialist

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.

The role

As a Customer Support Specialist, you'll play a pivotal role as the primary point of contact between our customers and our company. Your responsibilities encompass assisting customers with order placements, addressing inquiries, managing shipments, handling complaints, and providing resolution to various queries. Utilizing Epicor, you'll proficiently process order-related paperwork while ensuring accurate documentation. Tracking order statuses and maintaining customer interactions through our CRM system are also key components of your role.

Responsabilities

• Prepare sales orders for computer entry and ensure timely processing for same-day shipping.
• Verify accuracy in shipped items and oversee timely delivery to designated locations.
• Execute and oversee programs and projects as directed by the Customer Service Manager, ensuring successful completion.
• Generate memos, emails, and reports as necessary.
• Promptly respond to inquiries and requests for information.
• Handle incoming calls and provide receptionist support as needed.
• Act as a liaison between the Sales Team, Customers, and other departments.
• Communicate with customers via phone and email to verify account and order details.
• Securely record payment information and other relevant data such as purchase order numbers and credit card details.
• Maintain confidentiality in handling sensitive information.
• Adhere to all company policies and procedures.

Required experience

• Proficiency in MS Office suite, particularly Outlook, Word, Excel, and PowerPoint.
• Detail-oriented with the ability to thrive in a dynamic office setting.
• Exceptional communication skills, both verbal and written, including adeptness in email correspondence and memo drafting.
• Competency in operating standard office equipment.
• Strong organizational skills and a commitment to meeting deadlines.
• Ability to multitask efficiently while managing complex schedules.
• Team player with the capability to work independently when required.
• Punctuality and reliability in adhering to designated work hours.

Work schedule

Start Time: 8:00 am. End Time: 5:00 pm (Normal Range – may extend to 7:00 pm during month-end).

What do we offer?

Competitive salary and benefits! With us, you will receive a competitive salary package and benefits.

We grow talent. At Biocomposites we create opportunities to thrive and grow.

One Biocomposites – team spirit & engagement. Our culture is important and we strive to create engaged and inclusive global teams that encourage colleagues to share their diverse perspectives and opinions.

Who do we look for?

People who are passionate about what we do.

People who are open minded to evolving the way we work.

People who can work together to transform outcomes and change lives.