Customer Service Officer

At HARTMANN, we’re all in to help
, care
, protect and grow
. We support healthcare professionals, that they can focus on what really matters: to positively impact people´s life. We realize solutions that make a difference. And with your commitment you can grow on your job every day. At HARTMANN we believe in the difference you can make.

Join our team as a

Customer Service Officer

Part‑time 20 hours per week, Monday to Friday

Heywood, Lancashire

HARTMANN UKI is one of the market leading health care companies providing customer tailored solution packages and products to the private sector. This is made possible because of our clinically effective products and dedicated support teams. We aim to work in partnership with Healthcare Professionals / Managers in the NHS and their Supply Chain team, Healthcare Wholesalers, Web‑shops, Pharmacies and consumers providing products and services to meet clinical and budgetary needs.

Critical to this role is the requirement to attain versatility and mastery in all facets of Private Pay Sales. This includes understanding the various functionalities of the software and the complexities of the sales process. By achieving this level of expertise, the team will be fully empowered to operate independently and will have the necessary capacity to provide the necessary cover during any periods of absence, ultimately leading to increased productivity and a seamless workflow.

• As a first point of contact for HARTMANN, delivering exceptional customer service via telephone, email, EDI and all other customer touch points
• Working in partnership with customers, offering a “best in class service” and be their first point of contact for all order and stock questions. Drawing support from colleagues within the operational team where necessary to provide excellent customer service and build strong working relationships.
• Process a range of customer requests accurately inputting data, pricing, and delivery details, predominantly using SAP, CRM (Salesforce), Amazon platform along with Microsoft and other in‑house software packages and systems
• Manage customer queries, arising from any orders placed with HARTMANN or stock availability queries, draw on the supporting teams and work to build preventative solutions whenever possible
• Communicate with customers to advise on new and relaunched products ensuring customer forecasting is provided and shared with supply chain colleagues. Also be aware of online campaigns to allow sales conversions for consumer orders
• Support supply chain colleagues to ensure existing and phase out products are offered appropriately to your customers and sold from inventory when needed
• Work effectively and with focus towards agreed targets and call measures whilst ensuring that queries are dealt with efficiently and to the highest standard possible
• Provide customer solutions, to meet needs using appropriate questioning techniques and applying your product and process knowledge with a flexible, innovative approach
• Professional and compassionate approach to customer care, supporting the customers’ needs and where appropriate able to generate sales in a regulated sales environment
• To report to the first line manager any information received and of interest in relation to the market, competitor activity or changes in customers’ requirements
• Understand and adhere to all regulatory guidelines that include GDPR, PCI compliance and others as the business requires
• Make the best use of systems and product training, along with ongoing coaching / development discussions to enable continual building of competence and all skills necessary in this role
• Provide support and assistance to colleagues through training, mentoring and sharing knowledge

Other Duties

• Ensure compliance with all relevant company and legal policies and procedures
• To carry out any other duties commensurate with the post as required
• May be required to work away from home on rare occasions – e.g. exhibits, conferences, training events, customer visit

Qualifications

• NVQ Level 2 or above in Customer Service and Sales or equivalent experience
• IT literacy including Microsoft Excel.

Experienc…