Customer Service Specialist (Customer Support Specialist)

Location: Lisburn
Full time, Permanent Position
(Job Ref: CSS1021)

We wish to invite applications from experienced customer support specialists to work for Leckey, based in Lisburn.  This is an exciting opportunity for the right candidate who can demonstrate they share our values and have the necessary skills, knowledge, experience, commitment and attitude to join our team. 

Leckey (www.leckey.com) works closely with therapists, parents, carers and our business partners around the world to research, develop and supply innovative postural support and therapy equipment that improves the lives of children and adults with disabilities. Firefly (www.fireflyfriends.com), a subsidiary of Leckey, is a multi-award-winning ecommerce business, selling products in over 100 different countries around the world. Firefly’s vision is to create a world where every child with special needs can enjoy a childhood filled with play, participation and possibilities. 

Leckey and Firefly are entering a significant period of growth and opportunity following the recent acquisition of the company by Sunrise Medical, a world leader in the innovation, manufacture and distribution of advance assistive mobility devices.

As a Customer Support Specialist, you will report to the Customer Service Manager and will be responsible for the timely processing of customer orders and requests. Key responsibilities will include: 

• Provide best in market customer care and sales support to Leckey UK/Ireland, International and Firefly (digital) customers
• Respond to customer requests for support and information by telephone and email 
• Support the sales and technical team in the UK and Ireland with customer requests, product quotations and appointments
• Create and update records and company information on CRM, to ensure that customer records are maintained.
• Resolve enquiries from customers relating to: Pricing, parts/product-related presales requests, the despatch, transport and delivery of goods
• Post-sales / technical trouble-shooting, which may involve expediting replacement parts and / or organising collection & return to HQ. 
• Effectively log customer complaints and escalate as required 
• Develop and maintain a thorough knowledge of the product range and its clinical application
• Any other reasonable duties

It is essential that the successful candidate can demonstrate the following: 

• Previous experience in a Customer Care/Sales related environment.
• 4 GCSEs at grade C or above to include English & Maths.
• Motivated self-starter, capable of working on own initiative.
• Highly organised and detail conscious with strong interpersonal and communication skills.
• Empathy, patience and understanding for customer needs.
• Demonstrate ability to maintain composure and multi-task in a busy customer care environment.
• Computer literate and able to learn and quickly absorb a broad range of IT systems including Sage CRM, SAGE ERP, Outlook and Quotewerks.
• Ability to quickly learn and understand a broad range of product and clinical knowledge
• Knowledge of company products / disability market an advantage.

If you believe you can make a difference and you are ready to join the team please email your CV along with a covering letter to recruitment@leckey.com.  

Closing date for applications is 15th October 2021.

We are an Equal Opportunities Employer