Customer Experience Partner – Hospital & EMS

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Serve as the primary liaison and customer partner for key Hospital and EMS clients throughout the United Kingdom.

• Act as the main contact for sales and customer support.

• Provide a concierge-level customer experience through prompt and professional interactions.

• Manage incoming calls, emails, and inquiries related to orders, deliveries, product availability, and account assistance.

• Relay information regarding order status, shipping details, delays, and expected resolution timelines.

• Collaborate with Sales, Customer Service, Supply Chain, Logistics, and Finance departments.

• Create and maintain monthly reports on customer orders and commercial performance summaries.

• Analyze ordering behaviors, sales trends, and customer activities to pinpoint growth opportunities and enhancements.

• Assist the German Hospital and EMS sales team with order management, account administration, and follow-up sales activities when necessary.

• Ensure accuracy of customer and sales information within Salesforce CRM.

• Contribute to customer retention and satisfaction efforts.

• Identify improvements in internal processes and customer experience.

• Promote revenue growth initiatives through proactive customer engagement and commercial insights.

• Ensure adherence to company policies, quality standards, and relevant regulatory requirements.

⛳️ Requirements

• A minimum of 2–4 years of experience in customer partnership, customer service, sales support, or commercial operations.

• Preferred experience in the medical devices, healthcare, hospital, EMS, or regulated industries.

• Demonstrated experience in managing customer relationships and aiding commercial sales efforts.

• Required experience with CRM and ERP systems.

• Preferred experience with Salesforce and Oracle.

• Strong background in analytics and reporting.

• Proficient in Microsoft Excel.

• Exceptional verbal and written communication abilities.

• Capability to ensure compliance with company policies, quality standards, and relevant regulatory requirements.

🏝️ Benefits

• Travel approximately 20% with occasional trips to the Runcorn headquarters.