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Post-Sale Customer Service Executive

Job Description

The company: This organisation was the first private company to offer a stem cell storage and collection service in the UK.

As doctors and scientists, the founders were aware of the potential benefits of umbilical cord blood stem cells but were unable to find a company that offered the level of service and support they thought was required for this specialised medical service. So they decided to found their own, scientifically and medically led, stem cell storage bank. By making clinical, scientific and evidence-based information available to parents they hope to allow them to make an informed decision about cord blood storage. They are working very hard to set the standards in the testing, processing and assessment of these precious samples. 

The position: This position as a post-sales Customer Service Executive forms the link between Finance, Laboratory and Sales.

Why should you apply?

  • Work for the market leader in umbilical stem cell banking. 
  • This is an opportunity for a driven Graduate to be part of the next era in medical treatments, namely stem cell therapy.
  • In the future it is anticipated that nearly all medical conditions will be treated this way. 
  • The UK is now one of the leading countries in stem cell research and development and they want to remain at the clinical forefront of this.

Basic salary: c £18,000

Area working: Office based - Burgess Hill, West Sussex

Products: Umbilical stem cell banking service 

The role:

You will be working for a company who specialise in umbilical stem cell storage. Stem cell medicine is a new era of medical therapy allowing personalised treatment for a growing range of medical disorders and diseases. Stem cells from the umbilical cord can be used to treat disease and injury, and are considered to be the cornerstone of regenerative therapies. There are two stem cell treatments receiving particular focus at the moment; namely Transplants e.g. blood cancers and Regenerative Therapy e.g. spinal injury.  Key responsibilities include:

  • Problem solving and problem identification.
  • Complaint resolution.
  • Liaison with multiple departments to ensure a complete understanding of the current situation, processes and required actions to ensure a timely and appropriate outcome for both client and business.
  • Trouble shooting for processes to ensure near misses are identified and appropriate action to amend is taken in a timely manner. 
  • Communicating with customers by phone.
  • Preparation and issuing of invoices and other financial paperwork.
  • Chasing payment from customers using defined process, adhering to process.
  • Updating customers with service status as necessary throughout the post-sales process.
  • Liaison with accounts, sales and laboratory to ensure smooth, timely and accurate provision of information to clients. 
  • Provision of testing results to clients.
  • Provision of high quality and timely customer service by phone and email at all times. 
  • Report generation. 
  • Sales administration as necessary. 
  • Support for finance function as necessary. 

Your experience:

For this role, you will need to be customer focussed and personable with a fantastic phone manner. Your communication skills are very important. You should have an outstanding attention to detail and experience of using databases. You must be process oriented as well as logical and thoughtful, and able to work to a consistently high standard.