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| Cochlear Ltd - Dubai |
Customer Service Coordinator Job at Cochlear Ltd - Dubai
Customer Service CoordinatorJob no: 612090
Work type: Permanent
Location: Dubai
Categories: Middle East & Africa, Individual Contributor
At Cochlear we are passionate about hearing. Around the world, more people choose a Cochlear-branded hearing implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives.
At Cochlear Middle East we are seeking an experienced Customer Service Coordinator to join our team in Dubai, where you will be responsible to coordinate the day-to-day customer service provided within the defined regional scope, which includes handling general queries/requests of distributors, and at times professional customers directly, as well as to coordinate the order-to-cash process, including processing customer orders and facilitating and tracking internal processes (e.g. financial, service & repair, logistics) to ensure the best possible service is provided to customers.
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The position further supports sales & marketing activities in the region in a range of tasks (metrics & statistics, demo material availability, marketing activities, etc.).
The position is at the forefront to identify important customer needs and to thus support the development and implementation of relating improvement initiatives to enhance the overall customer experience.
Duties and Responsibilities:
- Organise a timely response to written orders, including order confirmation, validating product availability, facilitating invoicing, providing shipping advice and complying with country or customer specific procedures and documents.
- Prepare tender bid documentation.
- Select adequate methods of transport in collaboration with logistics (e.g. shipping instructions) in order to ensure timely and correct delivery of the orders.
- Liaise closely with and respond to needs of distributors, clinics and self-aid groups.
- Act as point of contact for inquiries from distributors – and at times from medical professionals directly – via email, phone, website/online portal and/or social media channels.
- Resolve queries and request in an effective and timely manner ensuring their full satisfaction (e.g. troubleshoot and advice).
- Train new and existing distributors on order management, processes, tools, and improvement projects.
- Support the Improvement of the Overall Customer Experience. Identify customers’ needs and priorities in their relationship with Cochlear within the region and feedback these insights into the organization to enable improvements of the overall customer experience.
- Deliver existing customer service improvement initiatives and measure/ control them by defined performance metrics.
- Run regular customer satisfaction surveys (e.g. Net-Promoter-Score Survey - NPS).
- Handle customer complaints as per the complaint management process.
- Support the Sales Managers in demand planning for units and provide the resulting and agreed demand plan to logistics.
- Establish and follow up written sales offers and campaigns in accordance with Sales Managers.
- Support Sales Managers to develop the local price policy and to take care of individual distributor and customer requests for special offers.
- Implement, control and monitor price/volume discount agreements in alignment with sales staff (after sales/commission control, FOC, discount, pricing)
- Co-ordinate with Sales team on activities, such as exchange programs, upgrade programs, registration initiatives, Cochlear Family initiatives, reporting, performance measurement
- Prepare approved invoices and send invoices to the customers
- Cooperate with the Finance Dept., Sales Managers and Distributors to ensure debt collection.
- Online Services: Maintain and/or Ensure Maintenance of Customer and Product Data in the ERP System (ORACLE, SFDC, MCP and other Off-/Online databases)
- Follow-up on unregistered products/devices and supply registration data to the registration team (i.e. get information via portal /online registration).
- Set-up and maintain user accounts for distributor staff in the Online Portal.
- Together with EMEA Registration Team, train (online or in person) users on the Online Portal.
Key Requirements
- Education: Bachelor’s Degree in relevant field
- Minimum 6 years work experience in similar field
- Experience in customer service and operations
- Experience in supply chain, order management, and / or logistics
- Experience implementing business improvement initiatives, achieving high customer satisfaction and / or operational excellence
- Experience introducing new policies and procedures
- Experience working with ERP systems e.g. Oracle, SAP, Salesforce
- Experience in liaising with various departments within an organisation to ensure a collaborative effort is made to ensure customer satisfaction is achieved
- Communication / Interpersonal Skills: Excellent written and verbal communication / social skills
- Language Skills / Proficiency: English (fluent written / spoken). Arabic & French is a plus
Cochlear’s mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping people to Hear Now. And Always. Cochlear is the global market leader in implantable hearing solutions including cochlear implant systems (CI) and bone anchored hearing aids (Baha™).
Equal opportunities
Cochlear is committed to providing equal opportunities to avoid unlawful discrimination on the grounds of race, sex, disability, sexual orientation, religion/belief or age.
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In line with our corporate ethics and statutory obligations we strive to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect - this is an important aspect of ensuring equal opportunities in employment.
Advertising Close: 09 Nov 2020 Arabian Standard Time
Customer Service Coordinator Job at Cochlear Ltd - Dubai
Application Procedure
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