Customer Care & Sales Support Assistant

We are Hiring!

We have an exciting new opportunity at Scope for a Customer Care and Sales Support Assistant to join our team!

We are looking for people who can connect their own personal vision and values into some of what we do at Scope.

Our vision as a company is to become a leading force in Eyecare, with people at our core.

Customer Care & Sales Support Assistant

This role is a maternity leave cover up to December 2027, to support both the Customer Care and Sales Support functions across the UK and Ireland and will be based in either Dublin or Crawley, West Sussex.

The role is varied, with a strong focus on excellent customer service, accurate administration and responsive sales support. The successful candidate should be at ease managing their own workload, prioritising effectively and working to tight deadlines.

The primary focus of the role is to handle customer queries across phone, email and online channels while also supporting the Sales Teams with sample and literature orders, stock allocations, reporting and day-to-day administration. The role will also support the smooth and efficient running of the office and work closely with the full Customer care and Sales Support team.

The role requires an experienced and committed customer service and administrative professional who consistently provides practical, accurate support to customers, healthcare partners, patients and colleagues.

Key Responsibilities

Customer Care

• Ensure a consistently excellent level of customer service is maintained, including during periods of high demand.
• Manage customer enquiries by phone, email and online chat, including product information, availability, use instructions, orders, issues and complaints.
• Maintain accurate customer care tickets, records and messages, and take and process customer orders where required.
• Maintain good product knowledge and provide clear, accurate information to customers, healthcare partners and patients.
• Log complaints, support initial investigation and work with internal partners to resolve customer issues.
• Route product complaints and suspected adverse events promptly to the designated Quality & Regulatory and Medical contacts in line with company procedures.
• Field calls to the office, manage voicemails and transfer or pass messages to the relevant colleague.

Sales Support & Logistics

• Process and manage sample, literature and other internal orders for the UK and Ireland Sales Teams.
• Liaise with colleagues and the warehouse to coordinate representative stock allocations.
• Track sample allocation data and performance and prepare regular Excel reports.
• Manage individual Sales Team requests and provide timely administrative support.
• Ensure accurate data entry and record-keeping, identify order issues and elevate where required.
• Work with stakeholders to improve sales support processes and systems.

Office Support & Logistics

• Support day-to-day office operations, including dispatching samples and customer orders, preparing materials for exhibitions and keeping the office organised.
• Organise and book travel and meetings for UK and Irish employees when required.
• Book couriers, organise collections and manage post and incoming deliveries.
• Order office consumables and support in-house meetings, including catering and refreshments.
• Complete monthly consolidation of the company credit card and other routine administration as assigned.
• Collect, scan, save and forward relevant mail or information to Dublin or Crawley.

Team Working

• Communicate regularly with colleagues across Operations, Customer Care and Sales Support.
• Keep the relevant Operations or Customer Care Manager updated on ongoing tasks, issues and priorities.
• Work constructively with Sales, Quality & Regulatory, Medical, Supply Chain and other business teams.
• Provide cover across Customer Care and Sales Support during periods of leave, sickness or increased demand.

Self-Development

• Participate in company training and take ownership of an agreed personal development plan.

Administration & IT Skills

• Phone and email proficiency is essential.
• Excellent Microsoft Word, Excel and Outlook skills.
• Proficiency in Zendesk or other Customer Care Platform.
• Build an understanding of company systems, customer care software and business processes.
• Maintain company equipment in good condition and complete administration accurately and on time.

Person Specification

Qualifications

• A-levels or equivalent qualification.
• Relevant degree or vocational qualification desirable.
• Previous experience in customer service, sales support or relevant administration.
• Must have a valid passport and be available to travel occasionally for company meetings.

Knowledge and Experience

• Experience handling customer enquiries by phone and email.
• Experience processing orders, maintaining records and working with data accurately.
• Experience using customer care, CRM or ticketing software is desirable.
• Excellent attention to detail, planning and organisational skills.
• Ability to manage competing priorities, meet deadlines and work on own initiative.
• Professional, approachable and helpful communication style.
• Works well with others and supports a team environment by helping where needed.
• Pharmaceutical, medical device, optical or logistics experience is an advantage but not essential.
• Ability to support geographically dispersed teams and work with other offices when required.

Scope provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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