Customer Management Representative

Who we are

Every life is unique and so are you!

At Dräger we  protect, support and rescue lives day in and day out. We are interested in you if you have the desire to work for an organisation that does something more, something that is truly worth working for.

As an international leader in medical and safety technology, we develop pioneering devices, software, services and solutions that people around the world trust. Wherever Dräger products are used, it's about the most important thing: it's about life.

About the role

The primary focus of the Customer Management role isto assist customers and colleagues in all aspects of Customer Service including pre-sale support progress {enquiry & quotation} through to order progress and after sales support.

Customer Service

• 1st Line contact for customers and colleagues.
• Telephone enquiry handling, including but not limited to:
• Price requests and lead times.
• Basic order progress call handling such as delivery dates and stock queries.
• Basic quotation progress call handling such as status updates.
• 1st line support of product requirements.
• Customer issue escalation and resolution.
•  Customer Aftercare in relation to orders such as the facilitation of supply of documentation.
• Maintain & improve customer satisfaction by the provision of high-level support to customers, including ensuring timely and efficient processing of customer requests
• Provide customers and colleagues with high level of customer service via communication routes such as phone, email, and webchat
• Develop best practices regarding the level of Customer Service offered by the Commercial Operations Department, ensuring our Ccustomers and colleagues are supported and updated throughout their enquiry

Commercial Orderbook Reporting

• Provide weekly reports on open orders / shipping dates for strategically Key Customers
• Provide weekly reports on open orders / shipping dates for relevant Commercial colleagues who carry out Local Value-Added Activities I.e., Mobile Gas Detection Workshop
• Provide weekly backorders report for relevant account managers within Sales and when required Marketing Managers.
• Manage the Commercial Order book to ensure it is maximized and that customers are made aware of any delays or improvements in arrival of Purchase Orders when applicable, in the event of delays reasons are obtained from the Supply Chain and also, if possible, alternatives are offered if available.

Systems

• Concentrate on continual improvement cycle within the Customer Services processes, utilizing both established and newly deployed Global and Local system functionality. 
• Actively look to “onboard” customers to customer service focused systems such as the web shop as a route to markets for consumable product and ensure required products are available by working with the relevant colleagues.
• Create and maintain accurate information within Draeger systems including but not limited to SAP and CRM

Shared responsibilities

All employees have a responsibility:

• to comply with the Integrated Management System (IMS) and minimise any impact on the environment whilst carrying out their duties.
• to ensure and promote safe working conditions for all employees, visitors and contractors by implementing, monitoring and complying with occupational health & safety provisions
• to embed our WeLEAD competencies – I build trust, I create value for the customer, I enable others, I provide direction, I embrace diversity, I deliver results

Reporting Relationships

Manager

• Customer Management Team Lead

Size of team/environment

• Working in a team of 6 overall made up of both the Customer Management Team and Switchboard.
• The Team makes up a part of the Commercial Operations Department

Role Requirements

Education/Qualifications

• Educated to Secondary Education level or equivalent commercial experience

Related Experience 

• Experienced in phone-based business to business customer service within a specialist team
•  Customer Service experiance working within a sector that supplies critical equipment and services.

Skills, Special Competencies

• Awareness of Draeger Products (none technical) desirable
• IT knowledge: MS Office, SAP and CRM.
• Customer orientation
• Ability to organise and prioritise
• Ability to work as part of a team
• Ability to multitask and work to deadlines
• Reliability and attention to detail
• Communication
• Negotiation skills
•  Assertiveness
• Time Management Skills
• Empathy
• Eye for Accuracy

Dräger‘s Benefits

• 27 days holiday plus bank holidays, with option to purchase up to 3 additional days
• Flexi scheme
• Hybrid working available
• Discounted critical illness cover, dental cover and partner life assurance
• Healthcare cash plan
•  Subsidised canteen
• Discounted shopping & leisure vouchers
•  Car salary sacrifice scheme
• Cycle to Work
• Gym membership discounts – up to 25%
• Charity Giving scheme

Dräger‘s dedication

At Dräger we have a clear vision,  to be an organisation  with a working environment that includes a diverse mix of talented people who want to come, stay and grow.

We ensure candidates  with the required qualifications and experience will be considered  for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

All are welcome to apply!.

From hospitals to fire departments to industrial customers, people around the world rely on our products: cutting-edge technology that combines real engineering with the digital future. With over 130 years of experience, passion and the bold ideas of more than 16,000 employees, we are committed to turning technology into ›technology for life‹.