Customer Service Representative

Role Summary
The Customer Service Team aims to deliver world class customer service support to internal and external customers
whilst promoting the products and services of Hollister, Dansac and Fittleworth Medical. The Team is predominately
responsible for processing sample requests in an efficient and timely manner as well as supporting customer queries
by telephone and email.

Key Responsibilities

• Manage and process sample requests and ensure proactive follow-up for end-users who are experiencing skin health issues
• Take incoming calls made to our Advice & Samples free phone, supporting end-users where appropriate
• Manage the email inboxes, responding promptly to end-user and healthcare professional queries
• Set-up new patients on SalesForce ensuring that all the appropriate patient and product information is gathered for accurate sampling and ongoing follow-up
• Use clinical guides and tools where appropriate to support patients find better solutions for their needs, upgrading them from legacy products to the most technologically beneficial/new products within the portfolio
• Promote the Fittleworth Home Delivery Service with all our potential customers and undertake warm transfers where appropriate to promote retention and attract new patients to Fittleworth
• Log end-user concerns regarding product range and follow-up as per policies and procedures, always demonstrating compliance with Data Protection requirements (GDPR)
• Support Territory Manager’s samples requests to patients and hospitals
• Obtain and maintain expert knowledge of Hollister and Dansac product ranges plus stoma and continence care to be able to advise patients appropriately and promote product features and benefits
• Develop key relationships with all customers to ensure effective communication and support
• Contribute to achieving overall Customer Service Team KPIs
• Support Sales and Marketing Teams with literature and attendance at external events
• Any other duties as management may require

Essential Functions of the Role

• Able to attend the Winnersh office on a daily basis
• Strong communication and telephony skills with flexibility to adapt style on an individual basis
• Proficient with Microsoft Office
• Experience with CRM systems (SFDC and SAP is preferable)
• Fluent in English – written and verbal

Skills and Experience

• Excellent phone manner and communication skills
• Working to deadlines and KPIs
• Multi-tasking and able to prioritise responsibilities
• Build key internal and customer relationships
• Enthusiastic and reliable team player
• Education to A-Level (desirable)
• 2 years’ experience in a customer service environment

About us
Hollister Incorporated is an independent, employee-owned company that develops, manufactures, and markets healthcare products and services worldwide. We offer advanced medical products for Ostomy Care, which includes two strong global brands – Hollister Ostomy and Dansac Ostomy; Continence Care; Critical Care; and Wound Care. We also provide innovative healthcare programs and services, as well as educational materials for patients and healthcare professionals. Hollister has been serving healthcare professionals and patients for 100 years, making a difference in the journey of life for people throughout the global community. We are passionate about making life more rewarding and dignified for those who use our products and services.