Who is Drive DeVilbiss

Drive DeVilbiss has become a leading manufacturer and supplier of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 80 countries around the world.

“Leading the World with Innovative Healthcare Solutions that Enhance Lives”

Summary (Major Purpose of the Role):

In your role we will expect you to provide exceptional customer service for both internal and external customers. You will provide customer support with spares and parts ordering for DDS & DDH products, offering guidance to both internal and external customers. You will manage the spares inbox and ensure queries are answered in expected SLAs and will ensure all orders are processed accurately and efficiently. You will take ownership and manage your workload to ensure complete and professional customer care. You will also be expected to embody our six customer experience principles ensuring they are at the forefront of your daily work. They are:

• Being easily accessible and ready to help

• Caring, listing and responding in a timely manner

• Honouring our commitments

• Being knowledgeable, honest and a trusted partner

• Admitting when we have made a mistake, apologising and fixing it

• Giving the level of service we would expect to receive ourselves.

Main Activities/Responsibilities:

This is not an exhaustive list of all duties but covers the core needs required to fulfil the role. Other tasks or project work may be asked of you by your manager or a senior employee depending on the needs of the business. The company reserve the right to modify this job role at any time.

• Order processing

• Querying incorrect orders with customers

• Processing supply chain transfers

• Updating internal & external customers on lead times, pricing and availability of spares

• Advising on spares & technical queries both over the phone & on email

• Running & distributing weekly reports – Access and Excel

• Completing complaints, collections and returns processes

• Helping customers to diagnose and fix minor issues with their products

• Maintaining relevant spreadsheets and records

• Liaison with all internal customers & departments

• Management and organisation of your own and shared inboxes

• Efficient, timely & detailed correspondents with external & internal customers

• Support Technical Product Specialist with ongoing projects and day to day workload

• Any other duties as and when required by management that are reasonably within the capabilities of the person and are aimed at achieving the company’s objectives and goals.

Competencies:

• Determined, enthusiastic, self-motivated team worker

• Planning and organisation

• Ability to perform effectively and efficiently under pressure

• Ability to work independently and make decisions but know when to ask for support & guidance

• Willing to put forward suggestions to improve processes and customer experience

• Open to change and willing to adapt to business needs

• Maintain open lines of communications

• Appropriate and positive internal communication

• Attention to detail

Education and Experience:

• Technical product knowledge

• Ability to work independently and part of a team

• Excellent communication skills both verbal and written

• Ability to build strong working relationships both inside and outside the organisation

• Ability to adapt procedures to a new and more effective way of working
• Computer literate/keyboard skills

Why Apply to Drive DeVilbiss

Competitive Benefits including – company sick pay, 26 days annual leave rising to 28 (+ Book Your Birthday Off Work and the option to buy/sell/carry over annual leave), pension, Employee Assistance Programme, Bike2Work, free onsite parking, long service recognition, staff discount on our products and access to Perkbox (our benefits and rewards platform).

Equal Opportunities Statement:

Drive DeVilbiss is an equal opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. We ensure that to ensure that no candidate receives less favourable treatment on the grounds of race or colour, nationality, national or ethnic origin, sex, marital status, religion, age, sexual orientation or disability. Drive DeVilbiss complies with applicable legislation governing non-discrimination in employment in every location in which the company has facilities. Selection criteria and procedures are regularly reviewed to ensure that individuals are treated on the basis of their relevant merits and abilities.

All successful candidates will be required to prove their eligibility to work in the UK, as well as accurate reference details covering their recent employment history. Please note some roles are also subject to an Enhanced DBS check.