Customer Service & Order Management Coordinator

About the role

The Customer Service & Order Management Coordinator will be the primary point of contact for customers, handling enquiries, processing orders and supporting operational activities across a leading medical device organisation. Working closely with sales teams and internal departments, the role ensures a seamless, high‑quality customer experience from order receipt to delivery.

Key responsibilities

• Act as the first point of contact for customer enquiries via phone and email.
• Process customer orders, loan sets and consignment requests through to dispatch and delivery.
• Manage back‑orders, quotations, pricing queries and tracking requests.
• Maintain accurate customer accounts and records.
• Prepare invoices following order dispatch.
• Resolve customer issues and complaints professionally and efficiently.
• Produce reports and maintain accurate order documentation.
• Support warehouse activities related to order preparation and dispatch when required.
• Ensure compliance with Quality Management Systems (QMS) and contribute to continuous improvement initiatives.
• Provide cross‑functional support and assist with departmental cover during periods of absence.
• Undertake additional duties as reasonably required.

Required profile

• Previous experience within the medical device industry, including sterile and non‑sterile implantable devices.
• Strong customer service, order processing and administrative experience.
• Excellent verbal and written communication skills.
• Highly organised with the ability to prioritise workloads effectively.
• High attention to detail and accuracy.
• Professional telephone manner and strong problem‑solving abilities.
• Experience contributing to process improvement initiatives.
• Desirable: experience working in a professional office environment, A‑Levels or equivalent, experience using ERP systems (ideally Cin7).

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Cin7 ERP (or similar ERP system)

What we offer

• A supportive, collaborative environment built on the values of People, Integrity & Accountability, and Customer Focus.