Customer Care & Office Support Specialist

Customer Care and Office Support Specialist

The primary focus of this role is to prioritize exceptional customer service, ensuring that customer queries are addressed effectively, while also supporting the day-to-day operations. This role also provides support to the US Office Team, US Sales Team and reports to the Operations Manager. This role is based in New York City on a hybrid schedule. However, it may transition to an on-site schedule based on business needs.

The role will be very diverse with a focus on exceptional customer service, and the successful candidate should be at ease with managing their own workload, prioritizing effectively, and working to tight deadlines.

The role requires an experienced and passionate customer service person who has a real dedication to consistently go above and beyond for customers (healthcare partners and patients).

Key Responsibilities

Customer Service

• Ensure that a consistently excellent level of customer service is adhered to under high work demands.
• Proactively reach out to customers with a natural ability and desire to help people.
• Deal with customer service calls and assist with all inquiries regarding product information, availability, use instructions, issues, complaints etc.
• Route leads to appropriate Regional Account Managers (RAMs).
• Answer billing and pricing questions and place direct orders called into the office.
• Create invoices for all customer orders (if appropriate).
• Maintain good product knowledge.
• Work with Operations Manager to route product complaints to Head of Operations and Quality & Regulatory Manager.

Office Support & Logistics

• Provide general support on a range of office functions (sales team support, meeting organization/hotel booking etc.) as advised by your line manager.
• Manage and route office sample and literature inventory to RAMs, KOLs, customers as needed.
• Collect, scan, save, and forward applicable mail/information to Dublin (i.e., HR and Finance).
• Manage individual US Team requests/inquiries, liaising with UK Office.
• Send out customer requests and sample requests for individuals or team.
• Be the first point of contact for all general office enquiries.
• Manage all calls to the office and transferring/taking messages, as necessary.
• Order office consumables including stationery, supplies etc.
• Set up accounts and process orders for Samples/Marketing Literature and direct ship relevant marketing materials from NYC Office (i.e., Retractable Banner, pens, Scope bags, etc.)
• Send individual follow up emails with all admin information for reference.

Sales Team Support

• Input and export direct orders swiftly.
• Set up new accounts daily
• Submit internal transfer docs for each inventory request to online retail partners.
• Track individual RAM budgets.
• Share maximum allotments with RAMs and collect & aggregate requests.
• Process individual orders in finance system, ensuring all requested items/quantities are shipped accordingly and in a timely manner.
• Assist Key Accounts team in supply, logistics, and finance.

Marketing Support

• Route and track requested samples, marketing literature, etc. to local market in advance of event.
• Assist with compiling leads and sending follow up sample/kits when applicable.
• Set up and process new customer/existing customer orders made during event.
• Request and review product options, quotes, and quantities for production.
• Request appropriate artwork files and specs for production.
• Track all production spends and costs individually and annually.

Team working

• To liaise effectively with Scope colleagues to maximize commercial effectiveness e.g., US Sales Team.
• To liaise effectively with relevant third-party stakeholders to maximize commercial effectiveness which will involve joint action planning on a regular basis.
• To proactively seek to share best practice with colleagues to implement best practice.
• To liaise with all Scope employees in a helpful and constructive manner as appropriate.

Qualifications

• College degree in a business discipline is desirable.

Specific Knowledge, Skills and Experience

• 3-5 years plus experience in a similar role.
• Excellent MS Word, Excel and Outlook skills.
• Experience of Customer Service and Support.
• Healthcare experience in similar roles an advantage but not essential.
• Experience using CRM and other business software and databases.
• Excellent attention to detail with an ability to remain focused on repetitive tasks.
• Strong planning and organizational skills.
• A proven ability to manage conflicting priorities in busy office environment.
• Professional, approachable, and helpful style.
• Ability to work autonomously, and be capable of independently generating, prioritizing, and handling own work.
• Works well with others and supports a team working environment by helping where needed.
• Flexible and willing to work additional hours when required during busy periods.
• Available to travel occasionally for company meetings in US, UK, and Ireland (2-3 times annually).
• Able to work in a fast, dynamic, multicultural and matrix structure. Drive, energy, and ability to work under pressure and deliver results.
• A real team player who will seize the opportunity to develop good relationships with others.
• A good sense of humour and a bright, enthusiastic personality.

Scope provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.