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Export Customer Account Administrator

Req ID:  5676
Company:  DCC Vital - Williams Medical Supplies
Salary:  Not disclosed

Rhymney, GB, NP22 5PY

Contract Type:  Permanent
Date Posted:  25-Jan-2023

Job Title:                         Export Customer Account Administrator


Department:                 Merlin Medical            


Reporting To:               UK & Export Team Leader


Purpose of the role

The role has primary responsibility for all aspects of export activity including customer support and liaison, order processing, transport and shipping arrangements (including export documentation), business development and marketing with the objective of delivering the annual export sales budgeted targets.


Main Duties/Responsibilities and Knowledge/Skills Requirements

  • To act as a direct point of contact for export customers and build relationships with those contacts to facilitate the growth of the export business providing exceptional levels of customer service at all times.
  • To offer customers appropriate solutions to their purchase requirements in a courteous and professional manner.
  • To process customer returns and  investigate invoice queries and provide effective and efficient resolution including the processing of customer credits where applicable
  • Investigate and resolve customer complaints and identify when more complex scenarios need referral to senior level staff.
  • Ensure Export customer price files are up-to-date and maintained accurately capturing all supply chain price changes
  • To prioritise daily work load to aid the efficiency of the department.
  • To review customer back-order reports weekly, keeping customers updated on delays to their orders
  • To update and amend customer records in a timely manner             
  • Completion of quotations ensuring product margin targets are maintained.
  • Tele-marketing on own initiative – actively looking for sale opportunities
  • Prospecting with Dormant and New accounts
  • Actively working to exceed set targets
  • Identify ad-hoc sales opportunities and follow-through to completion.
  • Keep up to date on all export and shipping regulations.
  • Interpret customer performance-monitoring reports on a monthly, quarterly and annual basis to identify and take appropriate action on the basis of the output.
  • Promote special offers, up-selling and cross-selling, developing sufficient product knowledge to advise customers of USP’s / advantages of Merlin’s products and services.
  • Calculation of annual rebate schemes.
  • Performance analysis and monitoring.




UK Trade Administrative Support                                                                                                                               


  • At the discretion and direction of the UK & Export Team Leader to provide support as required for UK Trade commercial activity .



KPI’s as laid out in annual Business Plan and individual KPI’s as laid out in STAR.



The Person


  • Candidates must be enthusiastic, self-motivated, target orientated, flexible and be able to use their own initiative.
  • Excellent communication skills, tenacity, the ability to influence people and demonstrate a high level of professionalism.
  • Proven objection, negotiation and complaint handling experience where attention to detail is of paramount importance.
  • Demonstrate a thorough and methodical sales approach to up sell and cross sell to customers.
  • Offer a friendly and participative approach, demonstrating exceptional customer service skills.
  • Excellent oral and written communication skills
  • Strong team working ethos and the ability to be pro active and use initiative to work alone when required.
  • Good level of ability to use Excel to process and interpret financial reports
  • Competent with Microsoft desktop packages to include: Word and Outlook
  • Able to remain calm and professional when under pressure
  • Demonstrate excellent planning, analytical, organisation and time management skills.



Company Knowledge:


  • To understand the Company Aims and Visions.
  • To understand the functions of all department within the Company.
  • To have a general understanding of Competitors.



Product Knowledge:


  • To be aware and have knowledge of the range of Products & Services offered by the company
  • To have undertaken training and be knowledgeable on the key line Products & Services offered by the company
  • To be aware of the different suppliers used for different products



System Knowledge:


  • The ability to use Intranet based and Customer Relationship Management packages to record customer information.





  • To understand all procedures required to be undertaken to fulfil customer requests / enquiries to a high standard
  • To understand the effect of each procedure and actions undertaken on other departments within the company







Health Safety and Environmental Awareness


Every employee is responsible for:


  • Understanding and working in accordance with company policies and procedures.
  • Reporting defective equipment and dangerous situations
  • Using safety equipment provided
  • Avoiding horseplay which could result in injury
  • Complying with management requests and instructions
  • Not using defective equipment
  • Not misusing equipment
  • Not damaging equipment
  • Exercising reasonable care towards themselves and others
  • Ensuring they have been given the relevant training to undertake their role
  • The quality of work which they undertake
  • Care for the environment and prevention of pollution
  • The health and safety of themselves, fellow employees, contractors, visitors etc


DCC Vital operates quality and EHS management systems across all sites and staff agree to comply within the requirements relevant to their role