Customer Support Representative

Customer Support Representative - Winsford

Who are Advanced Medical Solutions?

AMS is a world-leading independent developer and manufacturer of innovative tissue-healing technology, focused on quality outcomes for patients and value for payers. AMS has a wide range of surgical products including tissue adhesives, sutures, haemostats, internal fixation devices and internal sealants, which it markets under its brands LiquiBand®, RESORBA®, LiquiBandFix8®, LIQUIFIX™, Peters Surgical, Ifabond, Vitalitec and Seal-G®. AMS also supplies wound care dressings such as silver alginates, alginates, and foams through its ActivHeal® brand as well as under white label. Since 2019, the Group has made seven acquisitions: Sealantis, an Israeli developer of innovative internal sealants, Biomatlante, a French developer and manufacturer of surgical biomaterials, Raleigh, a leading UK coater and converter of woundcare and bio-diagnostics materials, AFS Medical, an Austrian specialist surgical business, Connexicon, an Irish tissue adhesives specialist, Syntacoll a German specialist in collagen-based absorbable surgical implants and Peters Surgical a global provider of specialty surgical sutures, mechanical haemostasis and internal cyanoacrylate devices. AMS's products, manufactured in the UK, Germany, France, the Netherlands, Thailand, India, the Czech Republic and Israel, are sold globally via a network of multinational or regional partners and distributors, as well as via AMS's own direct sales forces in the UK, Germany, Austria, France, Poland, Benelux, India, the Czech Republic and Russia. The Group has R&D innovation hubs in the UK, Ireland, Germany, France and Israel. Established in 1991, the Group has more than 1,500 employees. For more information, please see www.admedsol.com

AMS provides equal employment opportunities for all applicants. We highly value and encourage diversity across our workforce meaning that no one will be discriminated against because of their gender, race, age, nationality, disability, or any other protected characteristic as prohibited by law.

Job Details

The role is for a full time Customer Support Representative to join the existing team at Winsford.

The successful candidate will work as primary interface between AMS and our Partners in all aspects of Customer Service, from receipt and processing of orders through to final delivery, supporting the team objective towards excellence in Customer Service and improving the Customer experience.

Hours of work will be days, in line with the company flexible working hours policy, with the role reporting into the Customer Support Team Leader as part of the Winsford Supply Chain.

What will this role involve?

• To provide full Customer Service Account Management, ensuring prompt response and accurate information flow to customer queries, usually through cross-functional liaison.
• Process all customer orders onto the ERP system and acknowledge to the customer in a timely manner - in line with Pricing / Product files, MOQ's / AOQ's and Supplier Agreement.
• Manage customer expectations on product and quantity to be shipped e.g. shortfalls and additions.
• Maintain customer records, together with price code, customer items, and delivery address files on computer system.
• Update and maintain shipping files.
• Liaise with Planning for order despatch dates and update systems accordingly.
• Monitor customer service levels of performance and reporting on KPI's
• Provide key customer data to Customer Support Team Leader and wider business on AMS SLA's and KPI's.

What we're looking for?

• Previous Customer service experience is desirable
• Good organisational skills
• Ability to work with our Customers to provide a high standard of customer service.
• Good communication skills ; Written, verbal, and presenting.
• Flexible and adaptable to a changing work environment.
• Must be computer literate e.g Microsoft Word, Excel, PowerPoint, and ERP / Order Management systems.