Customer Operations Advisor – Abingdon

      We have an exciting opportunity for a Customer Operations Advisor to join our team at our head office in Abingdon.

      The Ability Matters Group (AMG) is a market leading international healthcare products and services provider, operating primarily in areas that enhance mobility and accessibility including orthotics, prosthetics and wheelchairs. We have in excess of 60 sites across the UK and Ireland, as well as operations in France, The Netherlands and Sweden; employing approximately 700+ staff.


      Job role summary

      This is a key role within the Customer Operations department primarily focused on processing customer orders and taking customer queries via email and phone.

      What we can offer

      • Competitive salary
      • Incremental holiday allowance 33 days up to 38 days ( inclusive of bank holidays)
      • Refer a friend incentive scheme
      • Ongoing internal and external training and courses

      Key Responsibilities & Tasks:

      1. Purchase Ordering & Administration
        • Order Processing, using our in-house system Navision
        • Order inbox management and maintenance
        • Questioning inventory and lead times, stock inventory management and analysis
        • Identifying the correct resources to meet service delivery standards
        • Correct understanding of product pricing
        • Implementing departmental controls set in place correctly
      1. Efficient and Accurate Customer Communication
        • End-to-end ownership of the customer query
        • Escalating all complaints to our complaints team
        • Identifying correct resources to support with resolving query
        • Identifying correct escalation process
        • Maintain the department mission of providing accurate and acceptable responses to the customer in order to ensure customer satisfaction.
        1. Return Information & RMA Dates
        • Processing RMA’s from customers / coordinating with suppliers
        • Obtaining detailed return reasoning, feedback and information for products
        • Providing correct, accurate, verified advice on trial items
        • Escalating return patterns to management & sales team
      1. Management of Back Orders
        • Correct daily management of back orders
        • Chasing purchasing team / suppliers for updates
        • Customer communication
        • Knowledge of correct lead times / Questioning long lead times
        • Providing Daily AM & PM updates
      1. Management of Sales Support
        • Customer communication
        • Correct escalation of pricing & other queries
        • Pro-active sales support
        • Informing the sales team of ordering trends

      What experience you will need:

      • Excellent organisation skills and attention to detail with the ability to work under pressure and meet deadlines
      • Strong Verbal and written communication skills
      • Excellent Team work skills
      • Committed to delivering excellent customer service


      Please send your CV to today for an initial chat.

      Ability Matters Group Limited are an equal opportunities employer, we have a clear goal of driving diversity and inclusion across all operations of the group.

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